Associate Analyst, Service Desk

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Jumpstart your career in the dynamic Legal/IT sector with Opensity Solutions as a Service Desk Analyst!

#LI-Remote- Ontario, Canada

Full time/Permanent role with medical benefits

Comp range: CAD $20/hr- $24/hr

We offer a comprehensive training program to every incoming Service Desk Analyst to be successful in supporting our law firm clients. 

Opensity prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Service Desk team. 

Career opportunities abound both within the Service Desk Department as well as more hands-on engineering roles for those looking for a more technical tract. 

The position comes with an array of benefits.

This opportunity is remote! The first week will be spent with our dedicated Service Desk Training team Monday through Friday 9:00 AM to 5:30 PM CST before moving to their working shift schedule.

• We are looking for candidates who are able to work any days of the week (any combination of days Monday through Sunday) 2nd and 3rd shift preferred

The Service Desk Analyst provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills. 

Essential Duties and Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues. 
• Provide over-the-phone, email, and chat support. 
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue. 
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue. 
• Properly ticketing all customer requests with detailed information regarding the issue reported. Service Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members. 
• Maintain a regular and reliable level of attendance. 

Knowledge Skills and Abilities

• High School Diploma or equivalent. 
• Strong verbal, written, and typing skills. 
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Service Desk Analyst’s success. 
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment. 
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Always display the utmost professionalism with team members as well as end-users. · Ability to function well in a high-paced and at times stressful environment. 
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions. 
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research. 

Requirements

• Prolonged periods of sitting at a desk and working on a computer 
• Will require Intune “Mobile Device Management” software installed on a personal device(s)

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients. 

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation. 

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation. 

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.