Senior Analyst, Service Desk

Allied is looking for a Senior Analyst, Service Desk to join our Technology team in Toronto. As a Senior Service Desk Analyst, you ensure our team members have the technological tools they need to do their jobs.

Requirements

• Receives, investigates, responds to and resolves Level 2 technical and software questions and problems/issues reported by staff
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Escalates complex problems/issues to Senior Cloud and Security Specialist, third-party infrastructure support or vendor support as appropriate
• Utilize ServiceNow to track tickets and escalations
• Serves as Administrator for the ticketing system
• Oversees access control and app onboarding and offboarding across the organization
• Manage the Microsoft Teams VOIP phone system
• Must be available to accommodate on-call scheduling and support
• Creates and modifies KPI dashboards in the ticketing system as required
• Logs all issues in a central database in order to identify trends and address underlying issues
• Sets up and trains end users on their information technology resources and access rights
• Leads and assists in software, system, and network upgrades
• Receives and posts updates to content on the company internet/intranet site in order to maintain accurate and up to date information