IT Solutions Analyst

at  MServices Limited Partnership

YOUR NEXT OPPORTUNITY

Would you like to be a part of Canada’s leading and progressive Business Law firm?
McMillan has an exciting opportunity as an IT Solutions Analyst in our Toronto office. As a member of the team, you will play a key role in supporting staff using the firm’s technical systems and business applications both locally and nationally. As the frontline of IT support, a strong focus on staff satisfaction and knowledge of the firm’s business applications are the keys to success.

WHAT YOU’LL DO

Reporting to the Process Improvement & Incident Manager, Information Technology, you, as part of the team of seven (7) will be identifying, researching, and resolving technical issues with a timely response to telephone calls, email requests and in person; as well as support and always demonstrate the firm’s values and expectation. A passion for technical support, training and coaching are important qualities to effectively resolve and respond to all Level 1 and 2 support requests submitted to the firm’s Technical Service Desk via phone, email, IM and in person.

Duties and Responsibilities:

• Provide technical assistance and support for incoming service requests related to the firm’s computer systems, hardware, software, remote access, and mobile devices.
• Monitor service desk phone and ticket management queues. Resolve and respond to all requests in a professional, confident, and courteous manner.
• Liaise with respective personnel to provide onsite support and setup of AV conferencing technology in boardrooms and to coordinate local troubleshooting as required
• Meeting room and computer equipment moves and setup, supporting video/web conferencing platforms – Cisco Webex, MS Teams, and Zoom.
• Thoroughly document support requests using the service desk ticketing system – Service Now.
• Stay up to date with the firm’s policies, best practices, and business applications as they apply to the usage and delivery of IT services.
• Adheres to the firm’s Incident, Problem and Change Management processes escalating to manager and/or technical IT Service Owner when additional support is required.
• Supports IT Service Owners team with remote, hands-on troubleshooting and support for local IT systems and services.
• Support the delivery and adoption of the firm’s project roadmap in partnership with the EPMO.
• As the local Toronto IT resource, you are required to build and maintain relationships and to assist with office special projects and local initiatives as required.
• Participate in weekly rotating schedule for on-call support outside of regular business hours.
• Identify trends in issue reporting and collaborate to develop preventative solutions.
• Maintain the IT Knowledge Base to document problems, solutions, and workarounds.
• Travel to other offices as required.
• Willing to work flexible hours when required.