Analyst, Technology Support Services (Call Support)
About the role
Purpose of the Role
The bilingual Analyst, Technology Support Services (Call Support) is responsible for delivering high quality, cost effective solutions to all levels of users. This includes support for both the technology and processes. This position will also be responsible for supporting the delivery of effective software application support for designated systems.
Specific Areas of Responsibility
The bilingual Analyst, Technology Support Services (Call Support) is responsible for handling end user service matters over the telephone and via email—which includes making or answering client calls, responding to emails, offering support for their needs, and deescalating issues they may have. Also responsible for developing and maintaining in-depth knowledge of multiple applications and serving as a consultant to others on the Help Desk.
Key Responsibilities
The key responsibilities of this role include:
- Providing first level contact and problem resolution to end users, with hardware, software and application problems.
- Researching and resolving user-reported problems using available tools and following procedures and policies for the handling of support cases and their escalation.
- Providing testing and reporting results of testing conducted on new applications and/or changes to existing applications, when applicable.
- Maintaining good working knowledge of all Firm owned application software
- Manage assigned incident and support request tickets.
- Enter problems into ticketing system, resolving and closing calls. Escalate and track the resolution of issues and conduct client follow-up.
- Participate in the delivery of application project activities, as needed.
- Act as a subject matter expert (SME) with respect to assigned systems and/or functions, as needed.
- Research, plan and assist with special projects as assigned by the Director, Technology Support Services.
- Other duties as assigned by the Director, Technology Support Services.
Key Competencies
- University Degree or College Diploma in Information Technology (or equivalent work experience and/or certificates).
- Five or more years of experience providing Help Desk and/or Field Support in a professional services or corporate environment.
- Highly proficient with computers and their associated hardware and software components.
- Expertise using recent versions of Microsoft Windows, Microsoft Office Suite, Active Directory Administration, and Citrix environments.
- Experience and working knowledge of various mobile devices and tablets and managing them via the firms Mobile Device Management System.
- Experience working in a Technology Support role supporting legal specific applications within a Legal environment would be a definite asset.
- Excellent written and verbal communication skills.
Other Requirements
- Strong customer service skills and the ability to understand and deliver exceptional client service.
- A strong team player with excellent organizational and time-management skills.
- Highly developed analytical and problem solving skills along with the ability to multi-task various priorities.
- Ability to work independently, follow instructions with minimal supervision and take initiative.
- Availability to work overtime, when necessary.
- Availability to provide on-call after-hour support and/or work the split-shift.
About Borden Ladner Gervais LLP
We are BLG: Canada's Law Firm. | Nous sommes BLG, vos avocats au Canada.
(French version below) Fully bilingual across all practice areas and sectors, BLG excels in Canada's common and civil law systems. Our five offices operate in Canada's largest city centres. We offer our clients an established national presence and a global reach through our international network.
Outside our walls, we contribute to communities across Canada through our pro bono program, our BLG Reads to Kids literacy program, and supporting our members' charitable efforts through fundraising and volunteer initiatives.
Analyst, Technology Support Services (Call Support)
About the role
Purpose of the Role
The bilingual Analyst, Technology Support Services (Call Support) is responsible for delivering high quality, cost effective solutions to all levels of users. This includes support for both the technology and processes. This position will also be responsible for supporting the delivery of effective software application support for designated systems.
Specific Areas of Responsibility
The bilingual Analyst, Technology Support Services (Call Support) is responsible for handling end user service matters over the telephone and via email—which includes making or answering client calls, responding to emails, offering support for their needs, and deescalating issues they may have. Also responsible for developing and maintaining in-depth knowledge of multiple applications and serving as a consultant to others on the Help Desk.
Key Responsibilities
The key responsibilities of this role include:
- Providing first level contact and problem resolution to end users, with hardware, software and application problems.
- Researching and resolving user-reported problems using available tools and following procedures and policies for the handling of support cases and their escalation.
- Providing testing and reporting results of testing conducted on new applications and/or changes to existing applications, when applicable.
- Maintaining good working knowledge of all Firm owned application software
- Manage assigned incident and support request tickets.
- Enter problems into ticketing system, resolving and closing calls. Escalate and track the resolution of issues and conduct client follow-up.
- Participate in the delivery of application project activities, as needed.
- Act as a subject matter expert (SME) with respect to assigned systems and/or functions, as needed.
- Research, plan and assist with special projects as assigned by the Director, Technology Support Services.
- Other duties as assigned by the Director, Technology Support Services.
Key Competencies
- University Degree or College Diploma in Information Technology (or equivalent work experience and/or certificates).
- Five or more years of experience providing Help Desk and/or Field Support in a professional services or corporate environment.
- Highly proficient with computers and their associated hardware and software components.
- Expertise using recent versions of Microsoft Windows, Microsoft Office Suite, Active Directory Administration, and Citrix environments.
- Experience and working knowledge of various mobile devices and tablets and managing them via the firms Mobile Device Management System.
- Experience working in a Technology Support role supporting legal specific applications within a Legal environment would be a definite asset.
- Excellent written and verbal communication skills.
Other Requirements
- Strong customer service skills and the ability to understand and deliver exceptional client service.
- A strong team player with excellent organizational and time-management skills.
- Highly developed analytical and problem solving skills along with the ability to multi-task various priorities.
- Ability to work independently, follow instructions with minimal supervision and take initiative.
- Availability to work overtime, when necessary.
- Availability to provide on-call after-hour support and/or work the split-shift.
About Borden Ladner Gervais LLP
We are BLG: Canada's Law Firm. | Nous sommes BLG, vos avocats au Canada.
(French version below) Fully bilingual across all practice areas and sectors, BLG excels in Canada's common and civil law systems. Our five offices operate in Canada's largest city centres. We offer our clients an established national presence and a global reach through our international network.
Outside our walls, we contribute to communities across Canada through our pro bono program, our BLG Reads to Kids literacy program, and supporting our members' charitable efforts through fundraising and volunteer initiatives.