Service Desk Analyst

Location

Ph

• oe
• nix, 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

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. You’ll be surrounded by caring people who encourage you to be exactly who you are. You’ll grow in your area of expertise, learning alongside committed colleagues. With a relentless focus on industry leadership and a deep commitment to sustainability, we’ve got big

plans for the future

– and for you.

Learn more

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

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.

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 you’ll do

Provide exemplary end-user support and service in all

situations

Provide a prompt response to user requests for information and assist in application system problem

resolution

Provide direct technical support to end-users to troubleshoot problems in an efficient and effective

manner

Keep the end-user informed of progress and advise on

workarounds

Monitor and report on service levels to ensure alignment with

targets

Log all incoming calls

in

• an Incident Management tool and resolve and / or escalate calls as
• required
• 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 and
• consistent
• Perform access control activities such as active directory accounts, local user privileges, etc.
• Prioritize and allocate incidents and provide
• on calls
• support 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-hours
• incidents

What

• y
• ou
• b
• ring
• College diploma or university degree in business or information systems

Minimum of

1-2

• years’ 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 effective
• manner
• 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 – both written and verbal
• Effective negotiation skills, able to use tact and diplomacy when dealing with various users and
• customers
• Able to multi-task and prioritize appropriately in a
• fast paced
• environment
• Experience using Microsoft Office.
• Bonus points

A+ Certification

ITIL Foundations Certificatio

n

Familiarity

with and

demonstrated understanding of enterprise's business and IT operating environment an asset.

We encourage applicants who meet most of the role requirements to hit that submit button and apply! It’s okay if you don’t have 100% of the requirements. If you’re the right candidate, we’ll help you learn and grow.

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.
• Be yourself. We want it that way.
• At Mattamy, we're
• passionate a
• ​
• b
• ​​
• out
• creating and promoting a diverse and inclusive
• environment
• where everyone
• ​
• can do their
• best
• work.

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.

​​​​

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