Job Description
:Spin Master is a leading global children's entertainment company, creating exceptional play experiences through it’s three creative centres: Toys, Entertainment and Digital Games. With distribution in over 100 countries, Spin Master is best known for award-winning brands PAW Patrol®, Bakugan®, Kinetic Sand®, Air Hogs®, Hatchimals®, Rubik’s Cube® and GUND®, and is the global toy licensee for other popular properties.What will you work on?Spin Master is seeking an IT Service Delivery Analyst to provide support to our global team. The Service Desk represents IT to our business partners and as such, analysts must provide exemplary customer service. To join our team, a successful candidate will have excellent communication skills, be able to explain how to resolve issues to employees, document solutions to be shared with other analysts, and the ability to collaborate with other IT employees and vendors.This hybrid role involves working onsite and remotely to assist users in solving incidents, requests and problems related to hardware, software, networks, and peripherals.How will you create impact?
1. Provide technical assistance via phone, email, ticket system, video conference, or in person.
2. Efficiently diagnose and resolve hardware, software, printer, email, internet, VPN, and local-area network access problems.
3. Research solutions using all available resources.
4. Provide instructions to users based on Standard Operating Procedures and document resolutions within ticketing system.
5. Follow up with end users on ticket status.
6. Monitor call volumes and prioritize responses.
7. Assist with employee onboarding and offboarding.
8. Escalate major incidents as they occur.
9. Stay up to date with technology changes.
10. Follow ITIL best practices and documentation.
What are your skills and experience?
11. Degree in Computer Science, Information Systems, or minimum One (1) year of related experience.
12. Excellent communication and customer service skills.
13. Strong analytical and problem-solving skills.
14. Proficiency with OM365, Microsoft Windows 11, MS inTune, MS Teams and other specified technologies.
15. Familiarity with ServiceNow.
16. ITIL Foundations certification is a plus.
This job posting is tied to an open vacancy.