Hybrid Service Desk Analyst

at McCarthy Tétrault

• Job title: Service Desk Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: ServiceNow
• Location requirements: Hybrid, Toronto, Canada

About the role

• Service Desk Analyst managing IT support incidents and requests at McCarthy Tétrault for end users. Contributing to Problem, Change, and Knowledge Management processes in a collaborative environment.

Responsibilities

• Managing end users’ hardware and software related incidents/service requests throughout their entire lifecycle (Create, Assign, Investigate, Resolve, Close) by adhering to the Incident Management process.
• Documenting, logging and tracking all calls, e-mails, voicemails and drop-ins using an Enterprise Service Management software.
• Contributing to the Problem and Change Management processes.
• Contributing and maintaining Knowledge Base Articles by adhering to the Knowledge Management process.
• Providing one-on-one training to end users for specific hardware and software issues.
• Escalating and liaising with other IT teams to resolve incidents and service requests.
• Participating in project initiatives.
• Communicating and working with third party vendors.
• Contributing to the MT People Changes process. (New Hires, Departures, Moves).
• Reporting tasks at the request of the IT Manager.

Requirements

• 3+ years of related experience preferably in a professional services environment.
• College diploma in Computer Systems, Systems Administration, or related technical discipline.
• Good analytical problem solving skills; ability to troubleshoot and resolve application problems.
• Patience, interpersonal skills and an ability to deal with and manage difficult situations.
• Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.
• Capacity to adapt to different work schedules (weekdays, weekends), including overtime when needed.
• Willingness to learn new software applications.
• Understanding of ITIL, and its basic fundamentals.
• Experience with Enterprise Service Management software, such as ServiceNow.

Benefits

• Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements.
• Competitive compensation, paid overtime and generous time off, including a day off to volunteer and a day off for your birthday.
• A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
• Strong community involvement and a commitment to equity, diversity and inclusion.
• A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.