Senior Support Analyst

The Cadillac Fairview Corporation Limited - Toronto, ON (30+ days ago)

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Role Impact:
Ensure proper computer operation in order for end users to accomplish business tasks in multiple domain environments. This includes receiving, prioritizing, documenting, and actively resolving end user help requests within established service level agreements (SLAs). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the client device level.

What you will deliver:
Strategy & Planning

Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Roll-outs and building operation system on-boarding projects.

Acquisition & Deployment

Implement software releases and roll-outs according to Change Management best practices.
Manage hardware life cycle of computers, printers and devices on the network.
Execute project plans to on-board approved building operation systems and devices.

Operational Management

Fulfill incoming service requests from end users via telephone, client self-service portal, and email in an efficient and courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from internal and external clients.
Escalate problems (when required) to the Service Desk Team Lead.
Prioritize client service request and incidents. Escalate when required to the appropriate resources.
Coordinate internal/external resources to deliver solution.
Record, track, and document the service desk request and problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked question resources to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the workstation level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Ensure virus definitions and security patches are up-to-date on all computers.
Performing preventative maintenance as required, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to service requests.
Develop knowledge base articles to assist with problem resolutions.
Reinforce service level agreements (SLAs) to manage end-user expectations.

What your strengths are:
Excellent verbal, and written communication skills
Collaborative team player
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong organizational and prioritization skills
Ability to deliver exceptional customer service and client experience
Fluent English language skills, French language is an asset

What you need to succeed:
Post-secondary education in Computer Science or related field. Continued Information Technology training through formal courses and personally initiated improvement is required.
Minimum 5 years of extensive working experience in Microsoft Active Directory and IP network administration.
Proven experience in customer service, supporting multi-platform systems and related applications.
ITIL V3 certified
Experience with BMC Remedy/Remedyforce or similar enterprise Incident Management System.
Experience with Microsoft System Centre Configuration Manager(SCCM) or similar enterprise software deployment tools.
Experience with Microsoft System Centre Operations Manager(SCOM) or similar enterprise performance monitoring and reporting tools.
Experience with eVault Cloud backup Services, or a similar server backup software.
Knowledge of advanced computer hardware, including desktops, laptops, printers, switches and wireless devices.
Extensive experience with desktop and server operating systems, including Windows and Macs.
Extensive application support experience with MS Office Suite, Google Apps.
Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes.
Strong documentation skills.
Fluent in English, French language is an asset

Why you should join us:
At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension. Imagine a place where you can make a difference!

At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.

Are you someone who believes in our values?

Aim Higher – we strive to exceed expectations
Own Your Expertise – we empower ourselves and each other
Collaborate Effectively – we bring the right people together to get the right results
Engage with Empathy – we objectively consider the needs of others
Embrace Change – we drive, learn from, and adapt to change

At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected. We’re ready to meet you there – are you?

CF is an equal opportunity employer and is committed to creating a diverse and inclusive environment. If you need accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email cfcareers@cadillacfairview.com.