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 Holly Green at or 902-422-1140.

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