Job Specifications
We are currently seeking a Service Desk Analyst to join our Toronto office.
Please note, no use of AI is used for screening and selection of candidates.
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; we have five offices in Ontario: the main office is located in Toronto, and regional offices 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, your 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.
The Service Desk Analyst is the first point of contact for technical support within the firm. You’ll provide timely, courteous, and effective assistance to lawyers and support staff, ensuring minimal disruption to there work. This position requires strong communication skills, a collaborative mindset, and a commitment to high quality service.
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.
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 with the team or firm, any issues and assist in the development of solutions – including optimizing deficiencies and/or short comings.
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.
Review firm calendar to ensure coverage for Audio/Visual requirements and make adjustments as necessary.
Assist with the deployment of new workstations, user configurations, on and offboarding and support when required.
Ensure user adherence to policies and seek ways to continually improve solutions (including security).
Administration
Assist in the development of Information Technology policies, procedures and standards.
Maintain cleanliness and organization of Service Desk and equipment storage areas.
Participate in project/pipeline planning meetings and project manage for large projects as required.
Monitor, maintain and upgrade solutions or services as required for new requirements/projects and/or existing solutions.
Work in afterhours support rotation as needed
Other
Maintain and update job skills and knowledge by participating in development opportunities.
Minimum Requirements
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. This position will require working outside of normal (9-5) business hours and travel to other sites.
Compensation Range: $55,000 – $86,800
About the Company
Hicks Morley is Canada’s leading firm that exclusively represents management in all aspects of human resources law and advocacy. Established as a labour and employment law firm in 1972 by Bob Hicks, Colin Morley, Fred Hamilton, Bruce Stewart and Tom Storie, together with Chris Riggs and Harvey Beresford, Hicks Morley has expanded to more than 120 lawyers in five offices across Ontario. Our practice encompasses a full range of legal and consulting services in the human resources area.
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