Senior Service Desk Analyst

at  Vena Solutions Inc

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely. #LI-REMOTE
As Vena’s IT Senior Service Desk Analyst, you will lead by implementing best practice & assist with hands on technical support. This includes actively resolving escalated end-user help requests within established SLAs. Additionally, you will provide technical direction to purchase, coordinate, and maintain all IT requirements and assets. This promises to be a challenging but rewarding role in a fast-paced and fun environment. This position is required in office 2-3 days per week.

What you will do:

• Mentor a team of IT support analysts, ensuring their productivity is balanced based on workload, skillset, and fairness
• Create and manage end-user, shared and external service accounts and manage access control, based on company policies
• Monitor trends within the team to identify issues, resolve and suggest measures to be put in place for permanent resolution
• Serve as a first escalation point for technical/managerial queries and engage in hands on customer facing IT Support when workloads are high
• Ensure SLA’s are met and issues are resolved efficiently within the team by delegating tasks, taking ownership of problems, and proactively communicating with customers where necessary
• Ensure we are adhering to best practices, SOP’s and continuing improving and assisting with the implementation of the service desk improvement plan and develop, report KPI metrics and Management Reports to demonstrate the Service Desk is operating within agreed SLA targets
• Monitor the team as they install, configure, and maintain desktop and laptop PCs, printers, voice, data, audio, and video equipment and resolve trouble ticket items
• Collaborate with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule
• Work with third-party vendors regarding hardware and software agreements and maintain an inventory of installed software and hardware and manage licensing
• Stay up to date on emerging technologies, suggest new ideas and methods to improve processes and tech within the company and recommend hardware and software standardization as well as explaining technology solutions to senior management

Does this sound like you?

• 5+ years of experience supporting IT systems in a fast-paced environment
• Deep level of Microsoft 365 understanding (Azure, Intune, Exchange, SharePoint, Teams)
• PC OS and Hardware Support (Win10/11)
• Apple iOS and Hardware support
• Experience with ITSM technologies (ServiceNow or similar)
• Experience in supporting MDM technologies (inTune, JamF)
• Experience with supporting IAM technologies (OKTA)
• Ability to demonstrate proven experience in delivering ITIL Service Desk Objectives in a service management capacity
• Previous operational leadership experience within a technical/service-based role
• Proven experience in implementing first call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service level

• Mentor a team of IT support analysts, ensuring their productivity is balanced based on workload, skillset, and fairness
• Create and manage end-user, shared and external service accounts and manage access control, based on company policies
• Monitor trends within the team to identify issues, resolve and suggest measures to be put in place for permanent resolution
• Serve as a first escalation point for technical/managerial queries and engage in hands on customer facing IT Support when workloads are high
• Ensure SLA’s are met and issues are resolved efficiently within the team by delegating tasks, taking ownership of problems, and proactively communicating with customers where necessary
• Ensure we are adhering to best practices, SOP’s and continuing improving and assisting with the implementation of the service desk improvement plan and develop, report KPI metrics and Management Reports to demonstrate the Service Desk is operating within agreed SLA targets
• Monitor the team as they install, configure, and maintain desktop and laptop PCs, printers, voice, data, audio, and video equipment and resolve trouble ticket items
• Collaborate with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule
• Work with third-party vendors regarding hardware and software agreements and maintain an inventory of installed software and hardware and manage licensing
• Stay up to date on emerging technologies, suggest new ideas and methods to improve processes and tech within the company and recommend hardware and software standardization as well as explaining technology solutions to senior managemen