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

• Minimum of 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 Microsoft 365 or other relevant certification is preferred.
• Front-line support position with technical expertise, requiring a minimum of 3 years’ experience providing customer support in a technical environment.
• Speak in a clear, articulate manner for individual and/or group situations.
• Reasons through complex spoken information.
• Interprets and applies complex information.
• 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 related software and applications.

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.
• Updates customer computer hardware, software or peripherals.
• Monitors customer issues and requirements. 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.
• Maintains system hardware and software and provides for the integrity and accuracy of customer information, including files and account codes, 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 to proactively plan customer service and information systems initiatives.
• May be involved in the recruitment and interviewing of potential department employees.

The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement.  Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as hybrid, where the employee will regularly flex their work location between home and office. The specific application of this will be communicated to applicants contacted during the recruitment process.

The Law Society of Ontario is an equal opportunity employer that is committed to diversity and inclusion. We welcome applications from persons representing the diversity of our community. We are committed to creating an accessible, barrier-free and inclusive workplace and are committed to continuing compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please make any requirement you may have for accommodation during the recruitment process known when contacted.

If you are unable to apply to this position due to the requirement for an accommodation of any kind, please email us at hr@lso.ca or call 416-947-3475. We appreciate all interest and will directly contact candidates under consideration.