Technical Support Analyst


Technical Support Analyst
Toronto, ON
Reference # AC – 13001

With offices in Toronto, Calgary, Montreal and Halifax, our international legal client has a reputation for providing strategic advice when it comes to large and complex transactions. Well respected, they bring a collaborative practice style backed up by high quality, innovative and collaborative service.

Reporting to the Manager, End User Support, the Technical Support Analyst is an individual with a strong client service orientation and the ability to work in a fast-paced environment.

Key Accountabilities

• Answer Help Desk calls, emails, walk-in requests and provide one-on-one support to end-users within established SLAs.
• Responsible for the entry of service requests, incidents and resolutions into the Service Management software following existing procedures.
• Responsible for providing assistance in resolving incidents and problems using remote control software within established SLAs.
• Provide desk side support as required for calls that cannot be resolved over the phone.
• Escalate incidents and problems that cannot be resolved over the phone or through remote control using appropriate escalation procedures.
• Contribute to and maintain documentation and solutions stored in their internal knowledge-base.
• Carry a pager and/or cellular phone during evenings and weekends on a rotational basis to provide off-hours support. Must be flexible and able to work rotating shifts.
• Provide and support laptops and mobile devices for end-users as required.

Attributes & Experience

• Post-secondary degree or diploma in a related field or equivalent experience to successfully complete the essential requirements of the role.
• Minimum 6 month’s Help Desk or client support experience, preferably in a professional services firm.
• Complete familiarity with Microsoft Office applications.
• Experience with ITIL considered an asset.
• Strong client service orientation combined with the ability to manage multiple client needs at the same time.
• Excellent communication skills (verbal and written) with the ability to interact with individuals at all levels within the organization.
• Strong organizational and time management skills to effectively prioritize and meet deadlines with minimal supervision.
• Strong interpersonal skills with the ability to work well both independently and collaboratively within a team environment.
• Sound judgment including the ability to deal with confidential information with utmost discretion.
• Determined with a can-do, hands on approach.
• Bilingual (French and English) an asset.
• Ability to work rotational late shifts.

To express interest in this opportunity, please click on the "Apply Now" Button below.

For more information contact Adam Creaghan at or 647 336 1416

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