Help Desk Analyst

Spin Master   •  

Toronto, ON

Industry: Market Research


5 - 7 years

Posted 270 days ago

This job is no longer available.

Job Overview: 

Spin Master require a Level 1/2 Service Desk Analyst to provide support to our Toronto office. The successful candidate will be responsible for incoming calls, tickets and walk ups to determine priority, to action and escalate as needed.


Job Responsibilities: 

  • Respond to requests for technical assistance via phone, ticket or in person
  • Diagnose and resolve devices and peripherals including printer, mobile, email, internet, VPN, LAN and WiFi access problems
  • Troubleshoot Active Directory, Office 365 and the Microsoft Office suite
  • Install, configure and troubleshoot PC and MAC devices
  • Detailed documentation
  • Onboarding of new employees
  • Escalate to Level 2/3 analysts for more complex problems
  • Video Conferencing troubleshooting
  • Follow up with end users on the status of their tickets
  • Identify trends and escalate when needed
  • Follow ITIL best practice


Job Requirements

Qualifications & Experience: 

  • A degree in Computer Science, Information System or minimum five (5) years related work experience, ITIL Foundation v3
  • Proven proficiency with Office 365, mobile devices, wireless technology, Polycom and Video Conferencing solutions. Windows 7 and 10, Windows Server OS
  • Excellent analytical and problem solving skills with the ability to handle multiple concurrent assignments
  • Ability to plan, implement, test, and troubleshoot system software and hardware
  • Ability to perform effectively in high pressure situations in a very busy and demanding IT environment
  • Excellent customer service, communication and interpersonal skills
  • Knowledge of Avaya phone systems
  • Good understanding of Apple devices
  • Experience working in the entertainment industry would be an asset.