IT Service Desk Analyst

Gateway Casinos Corporate Office•Etobicoke, ON

1d•Onsite

About The Position

The IT Service Desk Analyst serves as the first point of contact for support requests by efficiently prioritizing, logging, and performing initial troubleshooting for all incoming inquiries from internal and external users. Communication is handled professionally and courteously via phone and email. This role may require availability to work evenings, nights, and weekends.

Requirements

3-5 years as a Service Desk Analyst or in a corporate technical support role.
Post-secondary Diploma or Degree in Computer Systems.
Working knowledge of LAN/WAN, TCP/IP, routing, switching management, and security setup (wired and wireless).
Experience installing, repairing, and diagnosing problems with PCs, servers, Mac computers, and peripherals.
Proficiency in Windows (7/10), Mac OS, and MS Office (Project, Excel, Word, Visio, PowerPoint).
Experience with MS Active Directory and MS Exchange (2003–2016).
Knowledge of automated deployment, monitoring tools, and transaction monitoring.
Previous experience with ITIL methodologies.
Excellent interpersonal and communication skills with the ability to explain technical concepts in user-friendly language.

Nice To Haves

Understanding of casino products (slots and table games) or similar environments is an asset.

Responsibilities

Perform initial troubleshooting of all Gateway applications and websites, desktop and mobile-related operating systems, other 3rd party software, and peripheral devices such as printers, scanners, etc.
Be the point of escalation and provide support for issue resolution in the event of major incident management.
Assist users in the resolution of problems related to systems operations.
Resolve ticket escalations of user computer issues.
Cordially and professionally interact with customers, vendors, superiors, peers, and others