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Analyst, Service Desk

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Job ID:
Full Time/Part Time:
Full Time
Support Office - Ontario - 5015 Spectrum Way, Suite 600, Mississauga, ON L4W 0E4
Date Posted:
Jan 13, 2023
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Revera owns and operates retirement residences and long term care homes in the senior living sector. 

Purpose. Passion. People.

We are purpose driven. We are passionate. We are connected. We are truly out to live our best lives, as we come together to help others live theirs. Join our team today and build your career with us.

The Service Desk Analyst is the first point of contact for technology and application support for Revera internal clients.

Key Responsibilities

- Provide first point of contact technology and application support via telephone and electronic mail;
- To redirect support requirements to the appropriate team members;
- Monitors the timely closure of support calls;
- To provide accurate and detailed incident management resolution;
- To track calls and log all incidents in to the incident management system;
- To ensure follow up and closure of all incidents;
- To communicate information to users in a clear and easy-to-understand manner and exercise patience with all callers;
- To take the opportunity to provide limited training to the users when appropriate;
- To cross-train any additional Service Desk Staff;
- To uphold and promote the organization's values and philosophy relating particularly to ethics, morality, and integrity as set out in Revera's Code of Conduct;
- To complete all other tasks as assigned.


- Post secondary specialized certificate
- Good understanding of call centre and/or computing concepts
- Good technical and problem-solving skills would be an asset
- A results-oriented and self-starting individual
- Easily grasps and applies new concepts and learning
- Maintains a positive and professional attitude at all times
- Strong customer-service orientation
- Effective interpersonal skills and relationship-building skills
- Ability to present ideas in user-friendly language
- Strong oral and written communication skills
- Participate as a strong, collaborative team player
- Excellent organization skills, proven analytical abilities and decision making capabilities
- Must have the ability to work under tight deadlines and changing priorities
- Ability to manage multiple projects at the same time

Vaccines are a proven, safe and powerful weapon in our battle against COVID-19. Now that vaccines are widely available and recognizing that many of our staff are already vaccinated, vaccination will be a condition of employment for new hires, except when impossible due to legitimate, established exceptions. The vaccine must be a two-dose COVID-19 vaccination series approved by Health Canada. This is one more important step to protect both our residents and staff as we continue to battle this deadly virus.

Revera is committed to ensuring that all employment practices are inclusive. As an organization we are committed to providing and arranging accommodation for candidates upon request. 

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