Senior Analyst, Service Desk

Allied is looking for a Senior Analyst, Service Desk to join our Technology team in Toronto. At Allied, everything starts with purpose. As a Senior Service Desk Analyst, you ensure our team members have the technological tools they need to do their jobs. In turn, you elevate every Allied team member to connect and complete their tasks with efficiency.
Who are you? We are building upon our achievements at Allied, and the future is exciting. How can we be so sure? We have people like you: engaged professionals who consistently deliver their best. Throughout your professional career, you have stood out for your pursuit of excellence. You are self-motivated, take ownership, and lead by example. In doing so, you elevate your team and collaborate towards your collective goals.

Above all, you are excited by Allied’s mission and the contribution we make to enhance urban environments.

What will you do?

Receives, investigates, responds to and resolves Level 2 ( moderate to complex) technical and software questions and problems/issues reported by staff (end users) in order to resolve the issue in a timely manner within the predetermined company metrics ( response time, etc). Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalates complex problems/issues to Senior Cloud and Security Specialist, third-party infrastructure support or vendor support as appropriate, to facilitate a timely solution to the identified problems/ issues.

Is involved in project tasks and manages time to meet deadlines.

Utilize Service Now to track tickets and escalations.

Serves as Administrator for the ticketing system. Creates and updates forms, dashboards, SLAs, surveys, etc. as required.

Oversees access control and app onboarding and offboarding across the organization, including expertise with Okta, Microsoft Active Directory, Cyber Ark, and others.

Familiarity with current AV equipment, including Crestron and Yealink, and related monitoring tools to install and support the various meeting and conference rooms.

Manage the Microsoft Teams VOIP phone system.

Must be available to accommodate on-call scheduling and support.

Service Desk Data Analysis and Systematic Planning:

Creates and modifies KPI dashboards in the ticketing system as required.

Logs all issues in a central database in order to identify trends and address underlying issues.

End-User Training:

Sets up and trains end users on their information technology resources and access rights to facilitate the appropriate utilization of systems and applications. Collaborates and develops user guides and FAQ lists for end users contributes to technician knowledge-base as needed.

Software and Network Upgrades:

Leads and assists in software, system, and network upgrades. Must comply to cybersecurity practices Allied both adheres to and adapts with.

Website Support:

Receives and posts updates to content on the company internet/intranet site in order to maintain accurate and up to date information.

What are we looking for?

College diploma or undergraduate degree in relevant field ( Computer Sciences) or equivalent.

At least 3 years of relevant experience performing a full-service technical support role within an office environment or call centre.

General computer hardware technical skills including memory and storage drive upgrades.

Advanced understanding of networking fundamental and TCP/IP protocols.

Experience in managing, troubleshooting, and issue resolution of a Microsoft environment including:
Windows 11;
Office Suite;
Microsoft Active Directory (Azure Active Directory);
Microsoft 365.

Advanced knowledge in administrating Active Directory, including but not limited to Group Policy Management, DNS, Kerberos/NTLM Authentication, etc.

Hands-on experience with access controls tools including expertise in Cyber Ark, Microsoft 365 admin suite, and Meraki & Intune MDMs.

Deep understanding of networking fundamentals, capable of accurately diagnosing and troubleshooting possible network issues both at the system level and network infrastructure levels.

Experience with endpoint protection platforms such as Crowd Strike for detection and response administration for endpoint troubleshooting, protection, and containment.

Experience managing Building Automation Systems and related OT software (eg. Lutron, CCURE etc.) on-premise and in AWS

Ability to conduct research into a wide range of computing issues as required.

Ability to present ideas in user-friendly language.

Excellent interpersonal and relationship skills.

Exceptional written and oral communication skills.

Strong documentation skills.

Proven analytical and problem-solving abilities.

Experience working in a team-oriented, collaborative environment.