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Mobility Analyst in Mississauga at Revera Inc

Date Posted: 2/7/2019

Job Snapshot

Job Description

Division: Support Office

Site: Revera Inc.

Site Address: Revera Inc, 5015 Spectrum Way, Mississauga, ON, L4W 0E3

Employment Type: Full Time Contract

Expiration Date: 06/02/2019

 


Reporting to the Service Desk Manager, the Telecom/Mobility Analyst is a key member of Revera’s Information Technology support team. He/she is responsible for the management and support of all mobile devices and telecom services. The Telecom/Mobility Analyst receives support tickets from a single point of contact Service Desk and follows incident management procedures for documenting and resolving. He/she manages all moves, adds and changes with respect to the devices and services within his/her mandate, and may respond to billing questions and concerns on occasion. The Telecom/Mobility Analyst also participates as requested in new technology rollouts and initiatives as well as routine refresh cycles and updates.

Key Outcomes:                      

  • To provide the highest level of customer service while fulfilling requests and resolving incidents in a timely manner;
  • To maintain accurate and complete device inventories;
  • To adhere to documentation standards as set forth by the Service Desk Manager;
  • To comply with all Revera and IT policies and procedures;  
  • To meet or exceed established service level targets as defined by the Service Desk Manager in consultation with the Director IT Customer Support; and
  • To proactively seek out and recommend improvements to process and configuration.

Key Responsibilities: 

  • Fulfill mobility and telephony requests, and respond to all incidents in priority order;
  • Accurately and fully document incidents and requests according to guidelines set by the Service Desk Manager;
  • Maintain asset inventories according to IT guidelines and stay on top of equipment movement;
  • Reporting of all key metrics relating to new and existing mobile asset deployments, billing and usage patterns;
  • Using data and metrics to drive cost-saving initiatives, minimize unused data and voice resources, minimize service provider penalties;
  • Acting as a close partner to the remote regional technical staff;
  • Interfacing with remote technical field support and Service Desk to ensure the smooth rollout and support of new standards;
  • Compliance with any established MDM policies and procedures;
  • Follow all established IT policies and procedures;
  • Have a friendly, patient and professional manner in all interactions;
  • Have a continuous improvement mindset and freely offer suggestions/feedback for improving the effectiveness and efficiency of IT support/fulfillment;
  • Stay abreast of new technologies;
  • 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
  • Complete all other duties as assigned. As a member of the customer support team, the Telecom/Mobility Analyst may be called upon to assist Service Desk as required.

 

Qualifications

  • College diploma or university degree in a relevant field;
  • Minimum 2 to 3 years of relevant IT experience providing mobility/telephony support to end-users in a multi-site, complex IT environment;
  • Demonstrated experience providing support in a Microsoft Windows and Office 365 environment;
  • Demonstrated experience supporting Apple and/or Android operating systems, email clients and other commonly used business applications in an enterprise setting;
  • Prior experience regularly using a Mobile Device Management suite such as AirWatch, Intune, Blackberry etc;
  • Prior experience coordinating telephony moves/adds/changes in conjunction with a third-party or voice services provider – scope includes (but is not limited to) business lines, analog lines, voicemail, auto-attendant call-routing etc.;
  • In conjunction with senior IT staff, coordinating repair services in emergency situations;
  • Working knowledge of IT general controls;
  • Preference given to candidates with technology certifications;
  • ITIL certification, an asset;
  • Standby/on-call duties, on a rotational basis, as required;
  • Superior customer service mindset;
  • Acute attention to detail, organized and precise;
  • Strong oral and written communication skills;
  • Analytical, methodical and a strong problem-solver;
  • “Own It” attitude and a strong team player;
  • Ability to multi-task and juggle priorities; and
  • Team player with an ability to interface effectively across all levels of the organization.