Service Desk Analyst

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Location:

Phoenix, Arizona (5 days/week in office)

Company:

Mattamy Asset Management

Department:

IT Enterprise Services, Mattamy Asset Management

Employment Type:

Full-Time

Reports to:

Manager, Service Desk

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At Mattamy Asset Management (MAM), everyone has an important role to play in our shared success. Developing thoughtfully planned communities is complex work and our diverse teams come together to deliver on that mission in every aspect. We are thoughtful planners, precise project managers and practiced subject matter experts. And in each area of our evolving business, we are trusted to drive results. Here, your opinion will be invited, and your contributions will count. Youu2019ll be surrounded by caring people who encourage you to be exactly who you are. Youu2019ll grow in your area of expertise, learning alongside committed colleagues. With a relentless focus on industry leadership and a deep commitment to sustainability, weu2019ve got big plans for the future u2013 and for you.

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Learn more about what makes working at Mattamy special and our award-winning culture.

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What we offer

Reporting to the IT Manager, Service Desk. The Service Desk Analyst is the primary point of contact for end-users with IT-related queries. As such, this role leads the day-to-day fulfillment of user assistance requests, investigating incidents, providing troubleshooting expertise and resolving situations as they arise.

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The Service Desk Analyst is familiar with queue management techniques to ensure prompt and efficient service and can manage access control to remote systems. This role liaises with the appropriate support teams and third parties for escalation.

What youu2019ll do

• Provide exemplary end-user support and service in allu00A0situations
• Provide a prompt response to user requests for information and assist in application system problemu00A0resolution
• Provide direct technical support to end-users to troubleshoot problems in an efficient and effectiveu00A0manner
• Keep the end-user informed of progress and advise onu00A0workarounds
• Monitor and report on service levels to ensure alignment withu00A0targets
• Log all incoming calls in an Incident Management tool and resolve and / or escalate calls asu00A0required
• Develop and maintain support knowledge base containing troubleshooting approaches, methods and fixes as observed in Incident and Problem Management
• Ensure that knowledge entries in the support knowledge base are up-to-date andu00A0consistent
• Perform access control activities such as active directory accounts, local user privileges, etc.
• Prioritize and allocate incidents and provideu00A0on callsu00A0support as required.
• Be adequately informed on the IT operating environment (hardware and software) as it relates to overall IT service delivery.
• Collaborate with other IT Service Delivery Leads for activities such as incident management, problem management and root cause analysis.
• Coordinate with relevant IT Service Delivery leads to resolve after-hoursu00A0incidents

What you bring

• College diploma or university degree in business or information systems
• Minimum ofu00A01-2u00A0yearsu2019 related experience
• Must be available to work shifts from 9:30 AM MST to 5:30 PM MST during Daylight Saving Time (March to November) and 8:00 AM MST to 5:00 PM MST outside of Daylight Saving Time (November to March).
• Must be able to travel to Canada for Team Meetings two times per year
• Experience providing direct technical support to end users via telephone or e-mail to troubleshoot problems in an efficient and effectiveu00A0manner
• Experience logging incoming calls in an Incident Management tool and resolving and / or escalating calls.
• Experience in prioritizing and allocating incidents and queue management.
• Experience in access control activities such as active directory accounts, local user privileges, etc. an asset
• Strong communication skills u2013 both written and verbal
• Effective negotiation skills, able to use tact and diplomacy when dealing with various users andu00A0customers
• Able to multi-task and prioritize appropriately in au00A0fast pacedu00A0environment
• Experience using Microsoft Office.u00A0
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Bonus points

• A+ Certification
• ITIL Foundations Certification
• Familiarityu00A0with andu00A0demonstrated understanding of enterprise's business and IT operating environment an asset.

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We encourage applicants who meet most of the role requirements to hit that submit button and apply! Itu2019s okay if you donu2019t have 100% of the requirements. If youu2019re the right candidate, weu2019ll help you learn and grow.

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Who we are

Mattamy Asset Management (MAM) is the parent company of Mattamy Homes Canada and Mattamy Homes U.S., which together make up the largest family-owned homebuilding platform in North America.

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Be yourself. We want it that way.

At Mattamy, we're passionate au200Bbu200Bu200Bout creating and promoting a diverse and inclusive environment where everyone u200Bcan do their best work.u00A0 Diversity and inclusion are important to the work we do to support our homebuyers, colleagues, and communities. From how we build our teams to cultivating our leaders, we're on a journey toward a welcoming, barrier-free culture for everyone. u200Bu200Bu200Bu200B

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Mattamy Asset Management is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us on your application and we will work with you to meet your needs.

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Qualified applicants will be contacted directly by the Talent Acquisition team.

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