End User Device Support Analyst providing technical support for end - user devices in Hamilton. Collaborating with IT teams to ensure device security and functionality for City employees.
About the role
- Associate Delivery Support Analyst managing and triaging support tickets for Level Access delivery operations. Collaborating with internal teams to ensure efficient and effective service.
Responsibilities
- Review incoming support tickets related to delivery operations, categorize and prioritize them based on predefined criteria, and escalate issues that require specialized handling or fall outside standard guidelines
- Assign tickets to appropriate teams or individuals based on issue complexity and urgency, ensuring compliance with SLAs
- Monitor ticket queues regularly to ensure timely responses and resolutions; alerting team leads to any delays that may affect service timelines
- Respond to ticket handling questions from internal teams and external partners using established workflows, escalating non-standard issues as needed
- Serve as the first point of contact for internal teams and clients when issues are raised, maintaining clear and consistent communication throughout the ticket resolution process
- Provide stakeholders with regular updates on the progress of tickets, ensuring transparency and helping manage expectations
- Recognize unresolved or critical issues that require escalation to senior analysts or management and raise these concerns promptly
- Perform quality checks on completed tickets or tasks, ensuring they meet established guidelines before finalizing or moving forward in the workflow
- Ensure tickets handled by internal teams or external partners adhere to defined workflow standards and routing expectations
- Ensure work is rerouted appropriately when it fails to meet quality standards, escalating to senior analysts as necessary
- Regularly verify that processes and workflows are being followed as designed, flagging any inconsistencies or inefficiencies to leadership for review
Requirements
- Bachelor’s degree in business administration, information systems, supply chain, or related field (or equivalent experience)
- Strong organizational and multitasking skills
- Proficiency with ticketing systems (e.g., Jira, ServiceNow) or a willingness to learn
- Basic proficiency with Microsoft Office Suite (Excel, Word, Outlook)
- Exposure to tools such as Salesforce, Zendesk, or workflow automation platforms is an asset
Benefits
- bonus opportunities
- generous paid time off
- paid holidays
- programs designed to support employee well-being and work‑life balance
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