Service Desk Analyst

At Mattamy Asset Management (MAM), everyone has an important role to play in our shared success. Developing thoughtfully planned communities is complex work and our diverse teams come together to deliver on that mission in every aspect. We are thoughtful planners, precise project managers and practiced subject matter experts. And in each area of our evolving business, we are trusted to drive results.

Here, your opinion will be invited, and your contributions will count. You’ll be surrounded by caring people who encourage you to be exactly who you are. You’ll grow in your area of expertise, learning alongside committed colleagues. With a relentless focus on industry leadership and a deep commitment to sustainability, we’ve got big plans for the future – and for you.

Learn more about what makes working at Mattamy special and our award-winning culture.

Reporting to the IT Manager, Service Desk. The Service Desk Analyst is the primary point of contact for end-users with IT-related queries. As such, this role leads the day-to-day fulfillment of user assistance requests, investigating incidents, providing troubleshooting expertise and resolving situations as they arise.

• Provide exemplary end-user support and service in all situations
• Provide a prompt response to user requests for information and assist in application system problem resolution
• Provide direct technical support to end-users to troubleshoot problems in an efficient and effective manner
• Keep the end-user informed of progress and advise on workarounds
• Monitor and report on service levels to ensure alignment with targets
• Log all incoming calls in an Incident Management tool and resolve and / or escape calls as required
• Develop and maintain support knowledge base containing troubleshooting approaches, methods and fixes as observed in Incident and Problem Management
• Ensure that knowledge entries in the support knowledge base are up-to-date and consistent
• Perform access control activities such as active directory accounts, local user privileges, etc.
• Prioritize and allocate incidents and provide on calls support as required.
• Be adequately informed on the IT operating environment (hardware and software) as it relates to overall IT service delivery.
• Collaborate with other IT Service Delivery Leads for activities such as incident management, problem management and root cause analysis.
• Coordinate with relevant IT Service Delivery leads to resolve after-hours incidents

• College diploma or university degree in business or information systems
• Minimum of 1-2 years’ related experience
• Must be willing and available to work shifts work supporting business hourss
• Must be able to travel to Ontario for Team Meetings two times per year
• Experience providing direct technical support to end users via telephone or e-mail to troubleshoot problems in an efficient and effective manner
• Experience logging incoming calls in an Incident Management tool and resolving and / or escalating calls.
• Experience in prioritizing and allocating incidents and queue management.
• Experience in access control activities such as active directory accounts, local user privileges, etc. an asset
• Strong communication skills – both written and verbal
• Effective negotiation skills, able to use tact and diplomacy when dealing with various users and customers
• Able to multi-task and prioritize appropriately in a fast-paced environment
• Experience using Microsoft Office.

• A + Certification
• Experience in access control activities such as active directory accounts, local user privileges, etc.
• ITIL Foundations Certification
• Familiarity with, and demonstrated understanding of enterprise's business and IT operating environment.

Mattamy Asset Management (MAM)…