Senior Service Desk Analyst

at  Numeris

Numeris is Canada’s most trusted and authoritative source for broadcast measurement and consumer behaviour data. As well, the industry leading intelligence provider to broadcasters, advertisers, and agencies. We have been recognized for over 75 years as providing the gold standard in audience intelligence.
We have great people who do exceptional work. We take pride in building an environment of continuous learning and career advancement opportunities. Our teams are collaborative, curious, and dedicated to creating quality experiences. We love what we do, enjoy each other’s company, and support initiatives to give back to our communities. We are looking for people to help us shape the future of Numeris, and have a lot of fun along the way.
The Senior Service Desk Analyst will support the service desk team by providing expert technical guidance, ensuring the prompt and effective resolution and communication of complex technical issues in a timely fashion. They support the team and maintaina high level of customer satisfaction, taking ownership of intricate cases, offering next-level advanced support and prioritizing work for themselves and others as needed.
Beyond their support role, the Senior Service Desk Analyst will handle the installation, maintenance, troubleshooting and support of IT equipment and software, including hardware, systems, networks, telephony, and application software as required.
Overall, by ensuring the smooth operation of Numeris IT systems and infrastructure, the Senior Service Desk Analyst will play a crucial role in contributing to the ongoing enhancement of IT services and driving continuous improvements in the function in collaboration with the team and stakeholders.

• Provide advanced technical support to end-users, including troubleshooting and resolving complex hardware, software, and network issues.
• Act as a point of escalation and resolution for more challenging issues and tickets.
• Troubleshoot with staff and vendors to resolve the root cause of issues where possible rather than managing ongoing symptoms.
• Prioritize tickets based on severity and impact, considering Service Level Agreements (SLA) – ensuring prompt resolution or escalation to the appropriate parties.
• Contribute to the development/maintenance of standard operating procedures (SOPs) for the service desk.
• Assist in the creation/maintenance of knowledge base processes to improve the efficiency of the service desk.
• Identify trends in support requests, gapsand new technology or processes externally and recommend process improvements or training opportunities.
• Collaborate with other IT teams to ensure seamless service delivery and identify areas for system enhancements.
• Propose and participate in projects aimed at improving the overall IT service management (ITSM) process.
• Other duties as assigned