Senior Service Desk Analyst

ABOUT US:
 

Sofina Foods is one of Canada’s leading manufacturers of primary and further processed protein products for retail and foodservice customers as well as international markets. We manufacture pork, beef, turkey, chicken and fish products. Our family of brands include: Cuddy, Lilydale, Janes, Mastro, San Daniele, Fletcher’s, Vienna, Riserva and Zamzam. We are also the exclusive distributor of Italy’s finest Rio Mare and Lavazza products in Canada.

GENERAL DESCRIPTION OF ROLE:

Reporting to the Senior Manager, IT Service Delivery & Assets, this role will provide level 1 & 2 support to our end users escalating when required to other IT resources. The expectation is this role will also provide guidance & mentorship to more junior Service Desk staff and contribute to the evolution of the Service Desk/Service Delivery function within IT Operations. Your participation in the documentation of processes as well as the establishment and participation in coverage of our 24-hour support line once introduced will be required. As a contributor to Service Delivery, champion ITIL practices to ensure business units receive support to stabilize their IT requirements. Establish strong working relationships within a cross functional IT team to deliver support for our SOFINA Builders.

KEY ACCOUNTABILITIES

• Participate in administrating and maintaining the Service Desk Management System and report generation.
• Champion the other functions within the Service Desk & Assets Management System [eg. Inventory administration, reporting]
• Make use of service desk reporting metrics to monitor key indicators that are assessed by IT Management.
• Create and maintain an IT Service Catalog of each SOFINA location to undertake a broad view of their service desk support requirements [i.e., applications in use, who to escalate concerns to].
• Support end users with MS Office, core/satellite application issues or how-to requests.
• Administer end user system access levels and overall security profile mgt.
• Setup workstations/printers and support overall connectivity to the network relying on the Infrastructure & IT Operations teams as needed.
• Champion a resolution for support requests by mitigating end user impact.
• In conjunction with our “Sofina Blueprint”, look for opportunities to reuse technology, influence a bias for action when servicing our end users and recommend new IT support processes to drive efficiencies whenever possible.
• Responsible for project related activities, when assigned.
• After hours technical support and liaison.

QUALIFICATIONS:

• Bachelor’s degree in business administration or related community college diploma in IT or computer science
• ITIL foundation for service delivery
• 6+ years of computer operations, technology support, system administration and project related activities
• Experience with business process reviews and procedural documentation.
• MS Office 365 and other typical workstation tools to support business efficiencies

Role Profile

KEY BEHAVIOURAL COMPETENCIES:

• Demonstrating confidence during times of uncertainty when striving to resolve IT issues.
• Provide guidance & mentorship to the other Service Desk staff.
• Proactively engage IT colleagues to initiate action on issues, planning or technical know-how.
• On behalf of our business end users, be their ‘voice’ to ensure IT is responsive to their concern, problem, or request.

JOB DIMENSIONS:

• Provide guidance & mentorship to more junior Service Desk staff & provide a first level escalation path for them.
• Proven ability to provide proficient level 1 & 2 support to our end users.
• Contribute to the creation of business process diagrams that illustrate the flow of information for any location as required. Such documentation is key for project initiatives [i.e., Application consolidation] and an improved level of support to end users.
• Interface with all levels of employees from shippers to executives with respect to IT support.

WORKING CONDITIONS:

Mainly an office environment with periodic visits to our plant(s) being London & Mitchell. Off hours work and/or on-call rotation participation is a requirement of this role.
 
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Sofina Foods Inc. is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). Applicants are asked to make their needs/requirements, for the purpose of accommodation under AODA, known to Human Resources when they are contacted for an interview.

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