National Service Desk Senior Support Analyst
Grant Thornton Belgium CVBA
Toronto National
35d ago

Who we are You know those big cities that still feel like small towns? Where everyone’s friendly and helps each other out?

That’s like Grant Thornton. Except here we’re all professionals and there isn’t a mayor or a general store. What we’re trying to say is that we’re a very different kind of professional services firm where culture is at the heart of who we are and what we do.

We employ about 2000 people across Canada, and we truly care about helping our clients, colleagues, and communities thrive.

That’s what’s most important to us. We’re building a special organization that’s purpose driven and as we grow we always want to remember what your favourite milkshake flavour is (ours is grape, just so you know).

Within our growing Digital & Innovation group, our firm wide Service Desk team is looking for a Senior Support Analyst. You’ll have a chance to expand your technical and interpersonal skills as you work with a team providing end user support, maintenance and troubleshooting of enterprise wide systems, remote networks, telecommunications (wired / wireless) as well as other various applications.

You will learn something new every day, and be a major influence in how our clients and colleagues work. This is a unique opportunity to collaborate with key stakeholders and become known as a trusted advisor within the Digital & Innovation team and across the firm.

It’s a chance to tap into your knowledge, passion and deep experience; a chance to contribute meaningfully to our purpose -

to help our clients, colleagues and communities thrive. As a National Service Desk Senior Support Analyst you will :

  • Participate on the Level 2 technical support team troubleshooting and resolving enterprise wide systems while acting as escalation for the Level 1 Help Desk.
  • You will support issues by phone, email, and in-person; and, using remote-control tools assisting end-users and SME’s

  • Leverage your advanced technical skill to deliver projects / initiatives - while investigating issues through problem management
  • Provide technical support for various industry standard applications, practice-specific and Grant Thornton proprietary applications
  • Troubleshoot end-point computer issues, installation environment problems, virtual servers and practice-specific software issues
  • Develop automation for key systems; streamlining manual tasks using scripting to deliver technical efficiencies - enterprise wide
  • Install and configure new software, updates and patches
  • Troubleshoot various hardware issues with end-points, servers, printers, scanners, etc
  • Manage asset inventory with reporting for various systems and equipment
  • Be responsible for maintaining and supporting enterprise systems, such as Skype for Business, DR and SCCM deployment processes
  • Create, process procedures & documentation and Knowledge Base articles to facilitate runbooks for Level 1 support teams
  • Help in executing the strategic direction in support of the Service Desk
  • Meet SLA’s; moreover implement best practices, while ensuring high levels of customer service with quality for the end-user experience
  • Participate in various technology projects as required and support the delivery of onboarding new firm practices as Transactions (M&A).
  • Liaise and support the extended National Digital & Innovation Technology Services across Canada, including interlocking with Application, Help Desk & Operational support teams
  • Perform various other duties as required Be Grant Thornton If you’re a bit like us, you’re driven to connect with how others are feeling and thinking.
  • Here we walk in others shoes before taking action. Just imagine being part of a team that puts we before me, where flexibility is a mindset, and where you trust your colleagues have your back.

    At Grant Thornton, you’ll work with inspiring leaders who support your development, both personally and professionally. This is a place where your insatiable curiosity enables you to think, see and hear from a variety of perspectives, a place where every day is different and having the courage to grow is part of who you are.

    And when all this comes together, well that’s when the magic happens. Think you’ve got what it takes to be a National Service Desk Senior Support Analyst?

    Like the colour purple? Great. Here's a few more boxes we’re also hoping you can tick :

  • University or college degree / diploma or equivalent experience
  • Minimum 3 years’ experience with Level 1 support
  • Technical skills : PowerShell / VBS, Azure, AWS, Skype for Business, MS Hyper-V, VMWare / VSphere; familiar with Office365 portal and Intune and SCCM deployment process
  • Ability to work effectively both independently and as part of a team
  • Solid organizational skills with the ability to prioritize and work in a busy environment
  • Excellent troubleshooting / problem solving skills and analytical ability
  • Interest in continuous learning
  • Aptitude for learning and adhering to existing standardized policies, processes and procedures
  • Aptitude for learning software quickly with minimal instruction
  • Desire to learn and expand knowledge of the firm and the technology environment in use
  • Excellent interpersonal skills
  • Interest in user needs and in providing a high quality of customer service
  • Thorough understanding of networks and file servers
  • Ability to lift equipment weighing up to 25 lbs / 11 kg
  • Ability to travel to our various locations in the firm At Grant Thornton we’re focused on making a difference in the lives of our clients, our colleagues and our communities.
  • That’s our purpose. Or, as we like to say, living our purple.

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