Help Desk Analyst in Toronto

at Spin Master Careers

Date Posted: 1/24/2018

Job Snapshot

Job Description

Job Title:           Help Desk Analyst

Reporting to:     Manger, IT Toronto

Location:            Toronto


About Spin Master


Spin Master (TSX:TOY; is a leading global children's entertainment company that creates, designs, manufactures, licenses and markets a diversified portfolio of innovative toys, games, products and entertainment properties. Spin Master is best known for award-winning brands including Zoomer®, Bakugan®, Meccano®, and 2017 Toys of the Year, Hatchimals®, Air Hogs® and PAW Patrol®. Since 2005, Spin Master has received 82 TIA Toy of The Year (TOTY) nominations with 21 wins across a variety of product categories, including 13 TOTY nominations for Innovative Toy of the Year, more than any of its competitors. To date, Spin Master has produced six television series, including 2007 success Bakugan Battle Brawlers and current hit PAW Patrol, which is broadcast in over 160 countries and territories globally. Spin Master employs over 1,500 people globally with offices in Canada, United States, Mexico, France, Italy, United Kingdom, Slovakia, Poland, Germany, Sweden, the Netherlands, China, Hong Kong, Japan, Vietnam and Australia.


Job Overview: 

Spin Master require a Level 1/2 Service Desk Analyst to provide support to our Toronto office. The successful candidate will be responsible for incoming calls, tickets and walk ups to determine priority, to action and escalate as needed.


Job Responsibilities: 

  • Respond to requests for technical assistance via phone, ticket or in person
  • Diagnose and resolve devices and peripherals including printer, mobile, email, internet, VPN, LAN and WiFi access problems
  • Troubleshoot Active Directory, Office 365 and the Microsoft Office suite
  • Install, configure and troubleshoot PC and MAC devices
  • Detailed documentation
  • Onboarding of new employees
  • Escalate to Level 2/3 analysts for more complex problems
  • Video Conferencing troubleshooting
  • Follow up with end users on the status of their tickets
  • Identify trends and escalate when needed
  • Follow ITIL best practice


Job Requirements

Qualifications & Experience: 

  • A degree in Computer Science, Information System or minimum five (5) years related work experience, ITIL Foundation v3
  • Proven proficiency with Office 365, mobile devices, wireless technology, Polycom and Video Conferencing solutions. Windows 7 and 10, Windows Server OS
  • Excellent analytical and problem solving skills with the ability to handle multiple concurrent assignments
  • Ability to plan, implement, test, and troubleshoot system software and hardware
  • Ability to perform effectively in high pressure situations in a very busy and demanding IT environment
  • Excellent customer service, communication and interpersonal skills
  • Knowledge of Avaya phone systems
  • Good understanding of Apple devices
  • Experience working in the entertainment industry would be an asset


About you

In addition to these technical skills, you will also be able to demonstrate a high level of organisation, ability to prioritise work and maintain and enforce a high level of professionalism. Strong communication and interpersonal skills are imperative for this position.

This role will suit someone who thrives working under limited direction, with demonstrable experience in service delivery, and working with teams of technical staff responsible for the support and maintenance of complex network and system environments.

To be successful in this role, you will exhibit highly developed interpersonal and communication skills with the ability to build effective working relationships with end users, key stakeholders and diverse technical / business teams. Have the ability to approach complex technical issues and problems in an analytical and methodical manner.


If you were interested in being a part of Spin Master, please send us your applications to


All Internal applications / referrals, please contact your Talent Acquisition Specialist @ Spin Master.While applying please ensure that you highlight the source & job title in the subject line.  


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

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