We are seeking a Service Desk Analyst to join our Toronto office.
About Hicks Morley
Hicks Morley is a leading Canadian law firm focused on representing management in human resources law and advocacy. With more than 120 lawyers and offices in Toronto, Waterloo, London, Kingston, and Ottawa, we act for more than 1,000 employers across the public and private sectors.
Our work is grounded in labour and employment law, and our strength comes from understanding our clients, their organizations, and their people. We are a collaborative, service-oriented firm that values professionalism, inclusion, legal innovation, and practical problem solving.
The Opportunity
This role is the first point of contact for technical support across the firm and is responsible for providing timely, professional, and effective assistance to lawyers, legal professionals, and business services staff.
The successful candidate will support firm applications, systems, hardware, audio/visual equipment, networking-related peripherals, and other technology used in day-to-day operations. The role requires strong communication skills, sound judgment, attention to detail, and a client-service mindset. It also includes coordinating with vendors when required and supporting audio/visual events that may take place outside regular business hours.
Compensation
The expected compensation range for this position is $55,000 – 86,000 annually, commensurate with experience.
Responsibilities
Essential Duties
- Monitor, triage, update, and resolve Service Desk tickets in a timely manner, ensuring issues are accurately documented and users receive appropriate updates.
- Provide direct technical support by phone, email, ticket, and in person for hardware, software, firm applications, audio/visual systems, and related peripherals.
- Serve as a primary support resource for client and guest audio/visual events, including early setup, event monitoring, and staying late when required to ensure successful completion.
- Enter, track, escalate, reassign, and close incidents and change requests while looking for opportunities to improve existing support processes.
- Communicate proactively and professionally with lawyers, staff, departments, vendors, and IT colleagues to resolve support requests and complete daily operational tasks.
- Review firm calendars and event schedules to confirm audio/visual coverage and make adjustments as required.
- Document technical steps, support processes, and solutions clearly, and share knowledge with the broader IT team.
- Assist with workstation deployments, user configuration, onboarding, offboarding, and related support activities.
- Monitor, maintain, and upgrade technology solutions or services in support of new requirements, projects, and existing operations.
- Support user adherence to firm policies and contribute to continuous improvement, including improvements related to security, reliability, and service quality.
Administration and Team Support
- Assist in the development and maintenance of Information Technology policies, procedures, standards, and internal documentation.
- Maintain clean, organized, and accessible Service Desk and equipment storage areas.
- Participate in project and pipeline planning meetings and assist with project coordination or project management tasks as required.
- Work as part of an after-hours support rotation when needed.
- Maintain and develop technical knowledge by participating in learning, training, and professional development opportunities.
Minimum Requirements
- Experience working in a technical support, service desk, help desk, desktop support, or similar end-user support role.
- Technical proficiency and the ability to learn, support, and troubleshoot upgraded, enhanced, and new technologies.
- Strong verbal and written communication skills, with the ability to explain technical information clearly to users with varying levels of technical comfort.
- Demonstrated ability to manage competing deadlines and priorities while maintaining service quality and professional standards.
- Ability to work independently, exercise sound judgment, and recognize when to consult colleagues, vendors, or other support resources.
- A dependable, patient, organized, and customer-focused approach to support.
- Willingness and ability to work flexible hours to support audio/visual events, including early mornings or late evenings when required.
- Willingness and ability to travel occasionally to regional offices as required.
Additional Requirements
- Experience supporting audio/visual equipment, meeting rooms, client events, or hybrid meeting technology.
- Experience in a professional services, legal, or other high-service environment.
- Familiarity with IT service management practices, ticketing systems, endpoint support, Microsoft 365, Windows workstations, mobile devices, networking basics, or common business applications.
Working Environment
This is an on-site role based in the Toronto office. The position requires regular in-person support for users, equipment, meeting rooms, and audio/visual events. Some work outside regular business hours will be required to support firm events and operational needs. Occasional travel to other Ontario offices may also be required.
How to Apply
If you are interested in this opportunity, please submit your resume to:
Nadine Cottrell
Manager, Human Resources
Nadine-cottrell@hicksmorely.com
We thank all candidates for their interest; however, only those selected for an interview will be contacted.
Hicks Morley is committed to fostering an open, respectful, and inclusive workplace. We welcome applications from candidates with diverse backgrounds and experiences. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.