IT Service Desk Analyst in Toronto

at Spin Master Careers

Date Posted: 2/20/2020

Job Snapshot

Job Description

Please Note: If you are a current Spin Master employee with access to Workday, apply to this job via the Workday application.

Are you looking to further your career with an industry 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; we are building a legacy and welcome individuals with a proven track record of driving results.  

Job Description:

The 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 or occasionally in person;
  • Diagnose and resolve technical hardware and software issues;
  • Research questions using available information resources;
  • Advise user on appropriate action;
  • Follow ITIL best practices;
  • Escalate problems to appropriate resource;
  • Document resolutions;
  • 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; 
  • 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.

Who’s a good fit for this team:

  • Good communication and interpersonal skills;
  • Above average customer service skills;
  • Ability to perform effectively in high pressure situations;
  • Knowledge of the following would be an asset – Maas 360 and Service Now;
  • 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;
  • Knowledge of ITIL Foundations;
  • Ability to plan, implement, test, and troubleshoot system software and hardware;
  • Attention to detail and Adaptability will be an asset;
  • 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.

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, SCCM, Polycom and Video Conferencing solutions, Microsoft Windows 7, Windows 10, Windows 200X and Windows 2012 operating systems including Microsoft Active Directory;
  • Experience working in the entertainment industry would be an asset;
  • Experience providing front line customer service in a busy IT environment;
  • Understanding of Microsoft networks, Web Browser, Microsoft Office Professional Software Suite, Enterprise Anti-virus software and Mac’s;
  • Knowledge of Avaya phone systems;

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

Follow us on Instagram and Twitter @SpinCareers to stay up to date on Spin Master career opportunities. 

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