Desktop Analyst

Desktop Analyst page is loaded## Desktop Analyst locations:
Etobicoke, Ontario time type:
Full time posted on:
Posted Yesterday job requisition :
JR932##
** A NEW BREED OF ENTERTAINMENT
** With almost 150 years of proud horse racing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horse racing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.
** Job Summary
** The Desktop Analyst is responsible for delivering comprehensive technical support to end users within our organization. This role ensures the reliability and optimal performance of all end-user devices by managing installation, configuration, troubleshooting, repair, maintenance, and upgrades. The Desktop Analyst proactively addresses and resolves hardware, software, and connectivity issues through onsite visits, remote sessions, phone, or chat support. By providing timely, clear, and effective solutions, this position plays a critical role in maintaining productivity and a positive user experience within the organization.
** Primary daily responsibilities include:*
* • Respond to technical support requests and prioritize them  
• Analyze issues to find causes, solutions, and trends  
• Support installation and maintenance of equipment or software  
• Advise on effective technology use  
• Coordinate with external organizations on technical and software matters  
• Create and maintain documentation  
• Follow and help define standard procedures and best practices
*
* Other Responsibilities:

*** Perform onsite analysis, diagnosis, and resolution of computer problems for end users, and recommend and implement corrective solutions
* Responsible for troubleshooting and immediate incident resolution of customer-facing equipment, ie: POS and network-connected devices like tablets or rewards kiosks
* Set up, configure, test, maintain, monitor, and troubleshoot workstations and related hardware/software to meet requirements
* Fulfil requests for end users; deployment of software licensing and installation, hardware devices, application access and providing training as required
* Document ticket progress and problem resolutions, creating and updating KBAs as required to ensure consistent processes are being followed
* In-the-moment, on-the-spot decisions with moderate to complex problem solving required
* Spotting inefficiencies and developing better workflows, such as recommending automation tools or new troubleshooting methods
* Proposing alternative software, creating documentation for common issues, or updating procedures to meet changing needs to improve team productivity and user satisfaction
* Quick and accurate technical support is essential to minimize disruption and maintain effective workflow and customer service throughout the organization.
* Some interaction with contractors responsible for supporting our internal systems where this role is the liaison for the company, ie: printer support, POS and payment systems
* Set up, configure, test, maintain, monitor, and troubleshoot workstations and related hardware/software to meet requirements
* Identify when end-user devices need performance upgrades and apply them in accordance with technical requirements
* Work alongside other technicians and network and system administrators to keep the company’s computing environment running smoothly
* Respond promptly to incoming calls, service desk tickets, emails, or chats about equipment problems
* Help to create and maintain procedures for tracking, reporting, and statistically monitoring device operations
* Build and update asset inventories
*
* Qualifications:

*** College diploma or university degree in the field of computer science and/or 2 or years equivalent work experience
* Certifications in Microsoft and Cisco products an asset
* Excellent technical knowledge of computer hardware, peripherals and components
* Hands-on…