It - Service Desk Analyst [Owens Macfadyen Group]

IT - Service Desk Analyst

Owens MacFadyen Group (OMG) is boutique wealth management firm which specializes in the high-net-worth market. Since 1995 we have been providing a unique team-based approach to Comprehensive Wealth Management that allows our clients to achieve significantly better outcomes.

OMG is committed to its clients and its people. We pride ourselves on delivering privacy, confidentiality, and integrity in all our interactions. Our clients require and value competent, independent professional advice delivered by specialists working within a team environment. We now have over 90 people in Toronto, Halifax, Saint John & Moncton. We are growing, and we are so proud of our firm. We hope you will be too!

We are currently seeking an IT Service Desk Analyst to join our growing team. This role can work out of the Moncton, Halifax, or Saint John office.

The Service Desk Analyst provides first-line diagnosis for all technical incidents and service requests. This position provides prompt and courteous support and resolution to information technology issues experienced by OMG employees. The Service Desk Analyst is responsible for answering the information service requests by telephone and email and respond to inquiries and or/ triaging support for computer software, hardware, set up and configuration, mobile devices, and printers.

Responsibilities

• First point of contact for the end users for all technical issues and service requests.
• Support end users in their use of applications such as Microsoft Office, virtual desktops (Microsoft Azure), CRM (Dynamics).
• Follow all standard operating procedures through the effective use of knowledge management.
• Communicate with customers at all levels of technical and non-technical skills sets.
• Understand when to elevate complex and/or high priority problems to the appropriate support area for resolution.
• Provide troubleshooting and technical support via phone, chat and email.
• Follow-up with end users to provide status updates as per service level guidelines.
• Work collaboratively with people across the organization and third-party vendors.
• Respond to queries, run diagnostic programs, isolate problems, determine and implement solutions.
• Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

Requirements

• Excellent analytical and problem-solving abilities.
• Ability to adapt and learn new technology quickly.
• Excellent communication skills, both verbal and written.
• Ability to manage effective relationships with end users and 3rd parties.
• Ability to work in a team environment and independently with minimal guidance.

Qualifications And Experience

• Experience administering O365, Exchange, Azure Active Directory, SharePoint environment.
• Able to communicate effectively with key stakeholders, leadership, partners, team members, other organizations, and customers.
• 2 to 3 years service desk experience, and the aspiration to grow into a senior technical role.
• Post secondary program in IT;
• Sound understanding of customer support, operations, processes and ticketing.
• Hands on experience supporting Windows 10 desktop operating systems.
• Hands on experience with the Microsoft Office application suite including MS Outlook.