Service Desk Analyst

Position Summary:

Reporting to the Senior Manager, IT Service Delivery & Assets, this role will provide level 1 & 2 support for our end users escalating when required to other IT resources. The expectation is this role will contribute to the evolution of the Service Desk/Service Delivery function within IT Operations & will also be the main resource of desktop support for our head office location. Your participation in the documentation of processes as well as the establishment and participation in coverage of our 24-hour support line once introduced will be required.

Key Accountabilities:

Service Desk/Delivery

• Participate in administrating and maintaining the Service Desk Management System and report generation.

• Champion the other functions within the Service Desk & Assets Management System [e.g., Inventory administration, reporting]

• Make use of service desk reporting metrics to monitor key indicators that are assessed by IT Management.

• Create and maintain an IT Service Catalog of each SOFINA location to undertake a broad view of their service desk support requirements [i.e., applications in use, who to escalate concerns to].

Desktop Support

• Support end users with MS Office, core/satellite application issues &/or how-to requests.

• Administer end user system access levels and overall security profile management.

• Setup workstations/printers and support overall connectivity to the network relying on the Infrastructure & IT Operations teams as needed.

• This role will be the main desktop support resource under the guidance of the Manager, IT Operations East.

• Ensuring the functionality & operation of the audio video solutions in each of the eight meeting rooms at this facility.

Others

• Champion a resolution for support requests by mitigating end user impact.

• Look for opportunities to reuse technology, influence a bias for action when servicing our end users and recommend new IT support processes to drive efficiencies whenever possible.

• Responsible for project related activities, when assigned.

• After hours technical support and liaison as required.

Qualifications:

• Bachelor’s degree in business administration or related community college diploma in IT or computer science.

• ITIL foundation for service delivery.

• 2+ years of computer operations, technology support, system administration and project related activities.

• Experience with business process reviews and procedural documentation.

• MS Office 365 and other typical workstation tools to support business efficiencies.

• Willingness to learn new technologies and maintain industry knowledge.

Hiring Range: CAD $56,523 - $75,458

Bonus: This position is eligible for a bonus up to 7% of base salary subject to the plan terms and conditions.

Please note that the expected hiring range provided is derived from a group of like roles within Sofina. The final offer amount for this role will be dependent on geographical region, applicable experience, skillset of the candidate and internal equity.

This position is currently an active vacancy.

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Sofina Foods Inc. is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.