Service Desk Analyst

Location:

Phoenix, Arizona (5 days/week in office).

Company:
Mattamy Asset Management

Department: IT Enterprise Services, Mattamy Asset Management

Employment Type:

Full‑Time

Reports to:

Manager, Service Desk

Service Desk Analyst – The primary point of contact for end‑users with IT‑related queries.

• 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 work‑arounds.
• Monitor and report on service levels to ensure alignment with targets.
• Log all incoming calls in an Incident Management tool and resolve and/or escalate calls as required.
• Develop and maintain a 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‑call 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 available to work shifts from 9:30 AM MST to 5:30 PM MST during Daylight Saving Time and 8:00 AM MST to 5:00 PM MST outside of Daylight Saving Time.
• Must be able to travel to Canada for team meetings twice per year.
• Experience providing direct technical support to end users via telephone or e‑mail to troubleshoot problems efficiently and effectively.
• 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.
• 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.
• ITIL Foundations Certification.
• Familiarity with and demonstrated understanding of the enterprise’s business and IT operating environment.

We encourage applicants who meet most of the role requirements to apply. If you’re the right candidate, we’ll help you learn and grow.

Mattamy Asset Management is committed to providing accommodations for people with disabilities. If you require an accommodation during the selection process, please notify us.

Qualified applicants will be contacted directly by the Talent Acquisition team.