We are currently seeking a Service Desk Analyst to join our Toronto office.
More About Us
With over 120 lawyers, Hicks Morley is a leading law firm in Canada focusing on the representation of management in human resources law and advocacy. Labour and employment law is the foundation of the firm’s growth—the depth and scope of our expertise in human resources law is the Hicks Morley advantage.
Hicks Morley is a rapidly growing firm with five offices in Ontario: the main office is located in Toronto and regional offices are located in Waterloo, London, Kingston, and Ottawa. We act for over 1,000 employers in the public and private sectors.
The Opportunity
As a Service Desk Analyst, you are primarily responsible for the user support of all firm applications, systems and hardware, which may include audio/visual, networking and other associated peripherals as required. This role also requires working with vendors when necessary to resolve issues.
Responsibilities
User Support
- Monitor the outstanding service desk ticket queue and respond to issues in a timely manner, documenting details and providing updates where required.
- Review firm calendar to ensure coverage for audio/visual requirements and make adjustments as necessary.
- Provide direct technical support to all firm members (telephone calls, emails, requests and drop-ins), including all audio/visual equipment, hardware and software solutions.
- Enter, track and close service desk incidents or change requests, including reassignments or looking for ways to improve on existing solutions.
- Communicate any issues and assist in the development of solutions, including optimizing deficiencies and/or shortcomings.
- Monitor, maintain and upgrade solutions or services as required for new requirements/projects and/or existing solutions.
- Work with other groups when/if required to assist in the resolution of information technology issues/changes.
- Assist with the deployment of new workstations, user configurations, onboarding and offboarding and support when required.
- Ensure user adherence to policies and seek ways to continually improve solutions (including security).
- Microsoft Office support and management.
Administration
- Assist in the development of information technology policies, procedures and standards.
- Support and develop firm reports.
- Participate in project/pipeline planning meetings and project-manage large projects as required.
- Monitor, maintain and upgrade solutions or services as required for new requirements/projects and/or existing solutions.
- Work in after-hours support rotation as needed.
Other
- Continuously seek ways to improve existing solutions, within and outside of audio/visual PC/network.
- Maintain and update job skills and knowledge by participating in development opportunities.
- Other projects and duties as assigned.
Minimum Requirements
- 2–5 years experience working in a technical support capacity.
- Technical proficiency and the proven ability to embrace and master upgraded, enhanced, and/or new technologies.
- Evidenced success in managing competing deadlines and priorities while ensuring firm standards are upheld.
- Demonstrated ability to work independently and recognize when to consult colleagues and/or support resources when appropriate.
- Willingness to work outside of standard business hours and travel to regional offices as required.
Application
If you are interested in applying, please send your resume to:
Nadine Cottrell
Acting Manager, Human Resources
nadine-cottrell@hicksmorley.com
We thank all candidates for their interest; however, only those selected for an interview will be contacted.
Every firm has a culture, and ours is no exception. We work in the human resources area, so we are “people” people. We have a very diverse client base, from manufacturers to social service agencies—and are passionate about understanding our clients, their businesses and their needs.
Hicks Morley is an open and respectful workplace which fosters creativity, legal innovation and excellence in our clients’ interests. We are committed to recruiting and hiring the best candidates for all roles, and from diverse backgrounds and experiences. Upon request, Hicks Morley will provide suitable accommodations during the recruitment and hiring process to candidates with accessibility needs due to disability.