Service Desk Analyst, Helpdesk & User Support, Information Technology, Client & People Services

☞ Law Society of Upper Canada

見る: 200

更新日: 12-06-2024

場所: Toronto Ontario

カテゴリー: コンサルティング/カスタマーサービス 情報技術 安全保障

業界: Legal

ジョブタイプ: Full-time

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仕事内容

OVERVIEW:
JOB PURPOSE:

The Information Technology (IT) Service Desk Analyst is responsible for providing timely, accurate and seamless support of the Law Society’s information technology infrastructure and applications. Responsibilities include triage and rapid referral of customer queries, resolution of problems, documentation and logging customer calls. Responsibilities also include contributions to project planning with respect to organizational changes and coordinates employee onboarding, off-boarding and role changes with respect to system and data access and managing network printers.

QUALIFICATIONS REQUIRED:

  • A college diploma or equivalent relating to technology and/or business equipment and systems, coupled with relevant, ongoing education in computer hardware and software technology and application. Must have completed at least one professional certification in MCSE, MCP, A+, ITIL Foundations or other relevant certifications.
  • Mininum 4 years’ experience providing customer support in a technical environment, preferably with familiarity with the current Microsoft (MS) Windows operating system, MS 365 products, Telephony, Mobile devices, audio/visual equipment, computer networking and related service desk functions.
  • Speaks in a clear, articulate manner for individual and/or group situations.
  • Interprets and applies complex information.
  • Excellent interpersonal skills, including active listening, conflict de-escalation and a focus on customer satisfaction.
  • Demonstrated experience and solid understanding of superior client service, particularly related to Service Desk functions.
  • Knowledge of current trends and developments in information systems and their practical applications.
  • Proficiency in Microsoft 365 product administration.
  • Proficiency in business software: MS Office products, email, IT Service Management (ITSM) applications.
  • Familiarity with IT services, applications and hardware: Internet/ Intranet, telephony technology, data cabling infrastructure, etc.
  • Familiarity with personal computer hardware, peripherals and related software applications.
  • Familiarity with MS Windows Server Management, On-Premise and Azure Active Directory.
KEY ACCOUNTABILITIES:
Client / Customer Service Delivery

  • In conjunction with the IT team, provides effective, timely support to internal and external customers using the Law Society computer systems.
  • Researches diagnoses and resolves IT issues within the Service Desk scope via telephone, email or in person.
  • Acts as a first point of contact and general information resource to callers, and provides information and assistance regarding the various functions and activities of the department.
  • Creates end-user how to documentation and provides ad-hoc in-person instruction sessions.
  • Refers systems, operational, and customer service calls to the appropriate team member, provides information regarding status and availability, and follows up on all calls.
  • Ensures that departmental standards of quality technical and customer services are met at all times.
  • Monitors customer issues and requirements, logs customer inquiries, and provides feedback to the Manager regarding current Law Society technology performance and on-going system issues.
  • Resolves client issues via telephone, email or in-person and works with team members to resolve complex issues.
  • Participates in and contributes to the implementation of new IT applications or systems that directly affect Law Society Staff.
  • Coordinates or acts as a technical resource for major end-user applications changes.
  • Analyze existing systems and presents new or emerging technology and/or processes to improve the efficiency and/or effectiveness IT systems, applications or processes.
  • Escalates, manages issues and submits Law Society requests to external vendors and services providers.
  • Manages and direct external vendors and contractors while they are performing work on premise at the Law Society.
  • Grants, modifies and revokes end-users access to the Law Society information and system based on IT security policies.
  • Performs periodic information and system audits and reviews, works with the security team and Law Society management to update end-users access or IT procedures.

Team Membership

  • Works closely with team members participating in the identification, diagnosis, isolation and resolution of customer support problems and acts as the primary client contact during this process.
  • Contributes to team processes, including the planning and scheduling of work, and the development of effective workflow processes.
  • Ensures that data tracked in the IT database is accurate, up to date, comprehensive and available to all team members, and maintains an awareness of all department projects, services and functions.
  • Create technical documentations and maintains a Knowledge base of IT systems and application.
WORKING ARRANGEMENT:
The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as hybrid, where the employee will regularly flex their work location between home and office. The specific application of this will be communicated to applicants contacted during the recruitment process.
ACCOMMODATION:
The Law Society of Ontario values and respects diversity. We are committed to creating an accessible, barrier-free and inclusive workplace in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please make any requirement you may have for accommodation during the recruitment process known when contacted. If you are unable to apply to this position due to the requirement for an accommodation of any kind, please email us at hr@lso.ca or call 416 947-3475.
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締切: 27-07-2024

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