Senior Service Desk Analyst

Numeris is Canada’s most trusted and authoritative source for broadcast measurement and consumer behaviour data. As well, the industry leading intelligence provider to broadcasters, advertisers, and agencies. We have been recognized for over 75 years as providing the gold standard in audience intelligence. 

We have great people who do exceptional work. We take pride in building an environment of continuous learning and career advancement opportunities. Our teams are collaborative, curious, and dedicated to creating quality experiences. We love what we do, enjoy each other’s company, and support initiatives to give back to our communities. We are looking for people to help us shape the future of Numeris, and have a lot of fun along the way.

The Senior Service Desk Analyst will support the service desk team by providing expert technical guidance, ensuring the prompt and effective resolution and communication of complex technical issues in a timely fashion. They support the team and maintaina high level of customer satisfaction, taking ownership of intricate cases, offering next-level advanced support and prioritizing work for themselves and others as needed. 

Beyond their support role, the Senior Service Desk Analyst will handle the installation, maintenance, troubleshooting and support of IT equipment and software, including hardware, systems, networks, telephony, and application software as required.  

Overall, by ensuring the smooth operation of Numeris IT systems and infrastructure, the Senior Service Desk Analyst will play a crucial role in contributing to the ongoing enhancement of IT services and driving continuous improvements in the function in collaboration with the team and stakeholders.  

• Provide advanced technical support to end-users, including troubleshooting and resolving complex hardware, software, and network issues. 
• Act as a point of escalation and resolution for more challenging issues and tickets.  
• Troubleshoot with staff and vendors to resolve the root cause of issues where possible rather than managing ongoing symptoms. 
• Prioritize tickets based on severity and impact, considering Service Level Agreements (SLA) – ensuring prompt resolution or escalation to the appropriate parties.  
• Contribute to the development/maintenance of standard operating procedures (SOPs) for the service desk. 
• Assist in the creation/maintenance of knowledge base processes to improve the efficiency of the service desk. 
• Identify trends in support requests,  gapsand new technology or processes externally and recommend process improvements or training opportunities. 
• Collaborate with other IT teams to ensure seamless service delivery and identify areas for system enhancements. 
• Propose and participate in projects aimed at improving the overall IT service management (ITSM) process. 
• Other duties as assigned 

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. 
• 3-5 years of experience in a service desk or IT support role, with at least 1-2 years in a senior capacity. 
• Experience with IT service management tools (e.g., ServiceNow, JIRA) and remote desktop support tools. 
• Proficiency in troubleshooting and resolving issues related to Windows, MacOS, and/or Linux operating systems. 
• Strong knowledge of networking concepts, including TCP/IP, DNS, and VPN. 
• Strong knowledge in cloud systems and support, including but not limited to AWS and Azure. 
• Familiarity with Active Directory, Office 365, and other common enterprise applications. 
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. 
• Strong problem-solving abilities and attention to detail. 
• Ability to work well under pressure and manage multiple tasks simultaneously.
• ITIL Foundation or equivalent IT service management certification
• CompTIA A+, Network+, or similar technical certifications
• Fast-paced office environment with the possibility of remote work. 
• Will require occasional after-hours support or on-call duties. 
• Must be local to the Toronto office, will be hybrid in office and remote 

• Be part of an evolutionary journey in the audience measurement and data space; work on exciting projects, add value & make a positive impact to our Company.
• Competitive salary, benefits package and group savings and retirement program. (Health and Dental employer paid premiums).
• Paid Time Off during the holiday’s closure between Christmas & New Year’s Day.
• Education Reimbursement: For those wishing to pursue additional professional development, funding up to $1000 per year is offered (some conditions apply).
• Continuous learning and development via Percipio, our Learning Management System.
• Be part of additional programs such as MentorMe, which helps our employee’s network, and grow within the organization. 
• Leadership Training offerings for new and emerging leaders.
• Employee Recognition program using Teamo Points Platform.
• Employee Appreciation Events via CultureClub to celebrate ALL of our Employees.
• Culture of great teams, coworkers and supportive leadership.
• Perkopolis: Participation in a program that provides exclusive discounts on products and services to employees. Perks include shopping discounts, movie tickets, services, event/show tickets and much more!

Values

Data-driven : Driving intelligence through data 

Conscious Transparency: Bringing transparency in a world dominated by Walled-Gardens   

Collaboration through trust: Working together towards achieving common goals   

People first: Increased employee experiences through flexibility and providing a voice for everyone   

Commitment to the best: Bringing the best solutions to Canada 

Numeris is an equal opportunity employer

We are committed to creating an accessible environment for all our employees and foster a culture that focuses on diversity, equity, inclusion and belonging. We believe that a diverse workforce helps everyone contribute in meaningful ways towards our shared success.