Sr. Support Analyst

Brookfield Asset Management•San Ramon, CA

8d•$70,000 - $85,000•Onsite

About The Position

The ITSM Senior Support Analyst plays a critical role in delivering and maintaining a high standard of IT service across USA and Canada operations. This position ensures seamless support through deskside services, while fostering a culture of continuous improvement in IT Service Management. The ITSM Senior Support Analyst is responsible for delivering advanced deskside support across all Brookfield Residential locations, ensuring consistent service quality and alignment with the company’s values of Passion, Integrity, and Community. Working closely with IT teams, and business stakeholders, the analyst monitors and reports on key performance metrics to drive timely resolution of incidents and requests. The role also contributes to ITSM practices such as incident, problem, and change management, while identifying opportunities for process improvement to enhance customer satisfaction. In addition, the analyst supports delegated duties and special projects from IT Service Management leadership, helping advance strategic goals and operational continuity.

Requirements

5+ years helpdesk/deskside experience as well as some hands-on desk side support (2nd level)
Experience in leading teams of analysts and deskside personnel to resolve common and unique Deskside issues
Information Technology degree or Technical College Certificate in computer science or related specialty, or equivalent technical customer support industry experience
Experience in quality monitoring, helpdesk practices, root cause analysis
Willingness to participate in quality management programs to improve customer service delivery
Experience in training and coaching teams of helpdesk personnel for customer service enhancement
Broad experience in computer environment support
Need to be a team player, actively working with other IT groups
Willingness to constantly upgrade their service and technical skills
Proficient in English, with excellent written and presentation skills

Nice To Haves

Knowledge of ServiceNow an asset
Good customer service with an appreciation of and the ability to display empathy

Responsibilities

Ensure every task, incident, question or request has a ticket logged within your sphere of control, to drive ongoing analysis and understanding of work patterns, coverage requirements and workload across each region.
Monitor the assigned deskside queues to ensure prioritization and timely resolution of assigned tickets.
Assist with project work for implementation of new systems or upgrading of existing systems.
Assist with system testing prior to launch.
Assist with documentation as needed.
Support project deployment as needed.
Primary point of escalation for all Deskside related issues.
Analyzing the deskside tickets to find trends and provide pro-active recommendations.
Define and establish process for common deskside issues.
Develop a continuous improvement framework and customer feedback process to engage our customers and improve their deskside experience.
Administer on-site support for sales and construction offices located throughout North America.
Provide superior support and solutions for internal clients including office and site staff.