IT Service Desk Analyst in Toronto

at Spin Master Careers

Date Posted: 7/8/2019

Job Snapshot

Job Description

Help Desk Analyst

Are you a kid at heart looking to build a career with a leading global children's entertainment company?

At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader. How do we stay ahead of the pack? By hiring the best and brightest minds—and that’s why we want you!

What’s it like to work here?

Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making; though our challenging start-up atmosphere isn’t for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.

The Job:

The Spin Master IT Service Desk Analyst will provide first level support to our Toronto office. The successful candidate will be responsible triaging incoming calls to determine priority and assign as appropriate; provide customer service to the infrastructure including troubleshooting problems and recommending on the appropriate action.

What we can expect from you:

  • Proven good attendance record with capability of maintaining this same standard;
  • Respond to requests for technical assistance via phone and in person;
  • Diagnose and resolve technical hardware and software issues;
  • Research questions using available information resources;
  • Advise user on appropriate action;
  • Maintain and follow Standard Operating Procedures;
  • Follow ITIL best practices;
  • Escalate problems to appropriate resource;
  • Maintain and update resolutions in knowledgebase;
  • Log calls and assign them a ticket number based on specific criteria and assigned staff;
  • Trouble shoot questions asked by the caller and determine the issue;
  • Attempts to solve simple hardware, software and network problems that can be resolved in 5 minutes or less and escalates to Level II Analysts more complex problems for resolution;
  • Provide instructions to the users to help trouble shoot issues using Standard Operating Procedures;
  • Respond to all calls and put on hold if necessary when call volumes are high;
  • Ensure voicemails are retrieved in a timely manner and tickets are created;
  • Follow up with end users on the status of their tickets;
  • Inform the Manager when major issues are occurring and develop interim mitigation plan;
  • Send company wide e-mails when unexpected outages or major issues are confirmed;
  • Diagnoses and resolves simple end user network and local printer problems, email, internet, VPN and local-area network access problems;
  • Changes user passwords accordance with organizational guidelines;
  • Installing, configuring and setting up of PC;
  • Stay current with technology changes;
  • Work on rotating schedule between 8:00AM EST to 9:00PM EST; be flexible to work extended hours to meet business emergencies
  • Flexible to work evenings and weekends to deliver on IT projects during maintenance windows

Job Requirements

You should apply if you have the following:

  • A degree in Computer Science, Information System or minimum five (5) years related experience;
  • Proven proficiency with Office 365, Mobile devices, Wireless Technology, Polycom and Video Conferencing solutions, Microsoft Windows 710 operating systems, Microsoft Active Directory;
  • Experience working in the entertainment industry is an asset;
  • Experience providing front line customer service in a busy IT environment;
  • Basic understanding of networking, anti-virus, patching
  • Knowledge of Avaya phone systems;
  • Above average customer service skills;
  • Good communication and interpersonal skills;
  • Ability to perform effectively in high pressure situations;
  • Proficient use of ITSM tools (i.e. Service-Now)
  • MDM technologies (i.e. Maas 360)
  • Demonstrated ability to work well in a team and interact effectively with others
  • Excellent analytical and problem solving skills with the ability to handle multiple concurrent assignments;
  • ITIL Foundations certification required;
  • Ability to plan, implement, test, and troubleshoot system software and hardware;
  • Software packaging and scripting is an asset
  • Apple Mac support is an asset
  • Able to lift 25lbs
  • Attention to detail and Adaptability will be an asset;
  • Customer service-oriented attitude;
  • Knowledge in administrative principles and practices;
  • Ability to stay calm in a stressful environment;
  • Strong organizational, prioritization and time management abilities to ensure that assignments are completed with deadlines and established time frames;
  • Demonstrated ability to work effectively in a diverse team environment.


What you can expect from us:

Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun. From top leadership to new and veteran team members alike, everyone at Spin Master embodies our Core Values:

  • Integrity
  • Open Mindset
  • Innovation
  • Partnerships
  • Collaboration
  • Driving Results
  • Entrepreneurship

When applying please ensure that you highlight the source & job title in the subject line.

eg: Application for ‘ Job Title & SOURCE: (where you heard about this job) in the subject line.

We do appreciate all interest; however only those selected for interview will be contacted.