The Law Society of Upper Canada

Desktop Support Analyst, Information Technology, Corporate Services contract to February 1, 2019

CA-ON-Toronto
Job ID
2017-1481
# Positions
1
Job Type
Full Time
Years of Experience
3
Term
Contract to February 1, 2019

OVERVIEW

JOB PURPOSE: 

 

The Desktop Support Analyst provides a broad range of expertise in order to assess, prioritize and respond to customer support problems on a timely basis. Responsibilities include responding to customer queries, upgrading and maintaining of computer hardware and software, maintaining customer access and integrity of information.

 

QUALIFICATIONS REQUIRED:

 

  • A college diploma or equivalent relating to technology and/or information systems, coupled with relevant, ongoing education in computer hardware and software technology and application.
  • Completed or working towards at least one professional certification in MCSE, MCP, A+, ITIL Foundations or other relevant certifications.
  • 3 to 5 years’ experience providing customer support in a technical environment.
  • Knowledge of current trends and developments in information systems and their practical applications.
  • Thorough understanding of personal computers, local area networks and remote computing set‑ups, hardware, peripherals and multimedia equipment, and related software applications.
  • Certification: Completed or working towards at least one professional certification in MCSE, MCP, A+, ITIL Foundations or other relevant certifications.
  • Speak in a clear, articulate manner for individual and/or group situations.
  • Reasons through complex spoken information.
  • Interprets and applies complex information. 

KEY ACCOUNTABILITIES

Client / Customer Service Delivery

 

  • In conjunction with the IT team, provides effective, timely support to internal and external customers using the Law Society computer systems.
  • Responds to customer queries, and provides 2nd level support to customers, via telephone and in person, and / or delegates support tasks coming through the Helpdesk function to other team members.
  • Monitors customer issues and requirements.
  • Maintains system hardware and software, and provides for the integrity and accuracy of customer information, including files and account codes, in order to ensure customer access and system usability. 

Team Membership

 

  • Works closely with team members in the identification, diagnosis, isolation and resolution of customer support problems.
  • Contributes to team processes, including the planning and scheduling of work, and the development of effective workflow processes.
  • Maintains an up‑to‑date knowledge of computer hardware and software technology, and shares expertise with the team in order to proactively plan customer service and information systems initiatives.
  • Provides back‑up to Telephony / Helpdesk Analyst as required.
  • The Desktop Support Analyst may be involved in the recruitment and interviewing of potential department employees.

 

COMPETENCIES

Service Orientation

 

The requirement to maintain a high standard of commitment, ethics, respect, care in service delivery to clients (internal and/or external).

 

Communication and Interpersonal Skills

 

The requirement to structure and deliver effective verbal and written communication with clients, staff, licensees, the public, and others in a non-threatening and constructive way.

 

Team Orientation

 

The requirement to share responsibility for the achievement of team goals and the associated behaviours required for individuals to contribute effectively in a team environment.

 

Continuous Improvement

 

The requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.

 

Problem Solving and Judgement

 

The requirement to identify and analyze problems, determine root causes, evaluate alternative solutions and take and/or recommend appropriate solutions.

 

Technical Competence / Professional Knowledge

 

The requirement to apply knowledge and skills to carry out the work and/or provide advice. This also includes the quality of advice given, as well as the requirement to make decisions in the best interests of the organization as a whole.

 

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