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Service Desk Analyst

AGF Management

This is a Contract position in Toronto, ON posted May 6, 2018.

About The Role
This position is responsible for user request handling, troubleshooting, maintenance, and security administration

About The Team
The IT Service Delivery Team manages many multiple aspects of customer facing IT processes and policies that include Incident Management & Problem Management as well as Change Management & Asset Management.

Additionally, the Team oversees the vendor Helpdesk and manages all incoming service requests via the IT Service Desk. The Service Desk Analyst role mainly focuses on service requests but also assists with minor incidents involving account provisioning issues and asset reporting

Your Responsibilities

  • Provide Service Desk services to the end user community
  • Responsible for the day-to-day account management for user access to production IT systems on a cross-platform environment.
  • Responsible for action requests to add, change and remove user access to Active Directory within Windows Server 2012, and various other systems efficiently and within stated service level agreements.
  • Produce periodic audit reports on current staff access for verification by management teams.
  • Participate with other Technology Services teams and with staff from Security Office, in security related projects.
  • Maintain and monitor Service Desk Mailbox and Service Request Process.
  • Perform some incident resolution as it pertains to user access or password resets
  • Prepare and maintain operational documentation including: Security Administration, Asset and Request Management
  • Perform other administrative duties as required.

Your Assets

• Post-secondary education

• 1

– 2 years of Security Administration and/or Service Desk experience

• Experience with Windows Server 2012 Active Directory

• Proven excellent customer service skills

• Experience within financial services industry a strong asset

• Strong communication and interpersonal skills

• Ability to handle confidential and sensitive information with discretion

  • Strong knowledge of security-related concepts and issues
  • Analytical and troubleshooting skills to quickly identify technical problems
  • A focused, detail oriented approach to completing tasks is essential
  • Initiative to take charge of a problem, and a strong sense of responsibility for problem resolution

    • Ability to research, and work both independently as well as a team player

  • Able to participate effectively as part of a multi-discipline project team
  • Working knowledge of the Windows 7 and Windows 10 operating systems
  • Comptia A+ and/or MCP Certification a strong asset.

    No unsolicited agency referrals please. 

    AGF is an equal opportunity employer. AGF welcomes and encourages applications from people with disabilities. Accommodations are available on request in all aspects of our recruitment and selection process. It is the Company’s policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best qualified person for the job. AGF does not discriminate against applicants based on race, color, religion, sex, national origin, or disability or any other status or condition protected by applicable legislation. 

    # R10033