Service Desk Analyst - Toronto, Canada - AGF Management Limited

AGF Management Limited

Verified Company

Toronto, Canada

4 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About the Team

AGF's Service Management team provides a strategic approach to the creation, delivery, support, and management of IT services to the firm.

About the Role

The Service Desk Analyst will support AGF's enterprise Information Technology Service Management Program.

Your Responsibilities- Act as AGF's Service Desk lead and perform the related functions.- Act as the initial service point-of-contact with AGF's IT Service Provider.- Support the following Service Management functions.- Asset, Change, Incident and Problem Management. Create and maintain documentation for service desk activities.- Assist with the planning and implementation of IT Service Management processes, software, and tools to optimize IT service delivery and reduce costs.- Conduct IT service quality assurance.- Participate in team meetings to discuss to incidents/issues.- Assist with the root cause analysis of problems & incidents and development of resolution plans.- Provide support for new releases and deployments.- Provide on-call/after-hours support.

Your Qualifications- 2-3 years ITSM experience.- Experience with ServiceNow is a plus. ITIL certification is a plus. Excellent communication, collaboration, and facilitation skills.- A demonstrated ability to work effectively in a team environment across all departments and in a hybrid work environment.- On-call/after-hours support is a requirement.- Post-secondary education is preferred.

INDS
No unsolicited agency referrals please.

R10858