IT Service Desk Analyst

Romspen Investment • Toronto, Ontario, Canada • 6h ago

Romspen is a leading Canadian non-bank mortgage lender specializing in commercial and industrial real estate mortgages. Our investments are comprised mostly of commercial and industrial first mortgages on properties primarily across Canada and the United States. We provide customized mortgage solutions for term, bridge and construction financing. The current overall real estate mortgage portfolio is $3.1 billion. Over the past 25 years we have invested over $8 billion in over 1000 real estate mortgages and have consistently earned strong absolute cash yields to investors.

As a Service Desk Analyst at Romspen, you will play a pivotal role in enhancing our IT support structure. This position not only serves as the first point of contact for IT issues but also contributes to the development and implementation of our IT service management processes. Your responsibilities will include troubleshooting technical problems, contributing to procedure documentation, implementing a new ticketing system, and assisting in the adoption of ITIL frameworks and security best practices. Your success in this role will be defined by your ability to deliver outstanding customer service, your effectiveness in improving our IT support procedures, and your initiative in enhancing our IT security posture.

Key Responsibilities:

First-Line Support: Serve as the primary point of contact for all IT-related queries and issues reported by users via phone, email, or chat. Ensure a friendly, efficient, and effective resolution process that prioritizes customer satisfaction.
Troubleshooting and Diagnostics: Employ systematic troubleshooting and diagnostic strategies to identify, analyze, and resolve technical issues. Utilize remote access tools to examine and solve problems on user devices, including PCs, laptops, mobile devices, and other peripherals.
Configure, deploy, and maintain devices using Microsoft Intune, ensuring consistency with organizational security and compliance standards.
Handle onboarding and offboarding of users and devices, ensuring proper provisioning and deprovisioning of endpoints and effective lifecycle management.
Monitor device compliance and investigate issues related to non-compliant or misconfigured devices.
Support enforcement of compliance policies through MDM and conditional access configurations.
Procedure Documentation: Actively contribute to the creation and revision of IT service management documentation. This includes writing clear, step-by-step procedural documents for internal use and user guides that facilitate self-help among the company's staff.
Ticketing System Implementation: Participate in the selection, customization, and deployment of a new IT service management (ITSM) ticketing system. Ensure the system is configured to efficiently track, assign, and escalate tickets according to the severity and nature of the issues.
ITIL Practices Implementation: Assist in the adoption and adaptation of ITIL (Information Technology Infrastructure Library) practices within the organization.
Contribute to the development and refinement of processes like incident management and request fulfillment to align with ITIL guidelines.
Security Practices Enhancement: Support the implementation and enforcement of IT security protocols and practices. Participate in awareness initiatives, contribute to the development of security guidelines, and assist in the response to security incidents.
Communication and Feedback: Provide exceptional customer service by communicating effectively with users throughout the problem-resolution process. Gather and relay feedback from users to the IT team to drive continuous improvement in IT services and support.
Training and Support: Offer training sessions and write easy-to-understand user manuals to reduce the number of user errors and support tickets. Ensure users are informed of new software and hardware updates and understand the IT policies and procedures.
Reporting and Analysis: Compile and analyze support activity data to identify trends, recurring problems, and areas for improvement. Prepare regular reports on incident resolutions, service level compliance, and user satisfaction for review by the IT management team.

Qualifications:

Proven experience in a help desk or technical support role, with a track record of solving IT issues efficiently.
Working knowledge of Office 365 administration and licensing models.
Solid understanding of identity and access management (IAM) concepts, including authentication, authorization, and directory services.
Strong troubleshooting skills for both endpoint and identity-related issues.
Familiarity with compliance policies, MDM/MAM, and conditional access as part of enterprise device management.
Strong knowledge of computer systems, mobile devices, office automation products, and databases.
Familiarity with ITIL frameworks and IT security principles.
Exceptional writing and communication skills, with the ability to convey technical information in an understandable manner.
Bachelor's degree in IT, Computer Science, or a related field; relevant certifications in ITIL, cybersecurity, or similar fields are highly desirable.
Experience with ticketing systems and procedure documentation.
Excellent problem-solving, analytical, and critical thinking skills.
Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
High level of proficiency in writing and documentation, with attention to clarity and detail.
Experience providing meeting room AV support.
Empathetic customer service orientation, with a commitment to providing helpful and informative support.
Collaborative team player with a proactive approach to taking on new challenges.