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Analyst, IT Support Services

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Date Posted: Aug 8, 2019

Reference Code: 45373-en_US

Job Type:  Permanent 
Primary Location: Toronto, Ontario, Canada 
All Available Locations: Toronto 


Our Greater Toronto Region (GTA) is looking for a technology analyst to provide end-user support to our diverse base of professionals in our downtown Toronto, mid-town, Richmond Hill and Vaughan locations.

The successful candidate is expected to work in the downtown Toronto office, but may be required to work with our team in the above-mentioned locations. As a member of the Support Services team within Deloitte’s Information Technology Services organization, the successful candidate will report into the IT Manager for the GTA region. ITS personnel are also members of the larger Deloitte Management Services organization that delivers internal services to the firm’s practitioners and staff.

The incumbent will possess strong oral and written communication, technical and problem resolution skills.  The incumbent will be responsible for providing hardware, software and basic network support, documenting issues and resolutions, following incident management processes, maintaining inventory and completing other duties as assigned. The successful candidate should have the ability to work in a demanding environment both independently and within a team environment.

Positive, resilient, resourceful and dedicated to delivering high quality service, the successful candidate will act as a primary point of escalation for all technology-related issues in the supported practice offices. The incumbent will demonstrate strong collaboration skills in working with fellow technicians and with the Information Technology Services support teams who oversee centralized service provisions.

Role and Responsibilities:

  • Provide end-user support either on-site or remotely in multiple office locations within the GTA region, which includes downtown Toronto, Toronto-Eglinton, Richmond Hill and our Vaughan office.
  • Configure, deploy, troubleshoot and provide hardware support for firm notebook computers, mobile devices and printers.
  • Create, update and track support tickets using the firm’s incident management tool.
  • Facilitate computer repairs with vendors to ensure hardware is properly maintained to standards.
  • Provide end-user support/training on new and existing applications.
  • Participate in small operational projects within the assigned region.
  • Update and maintain inventory records in the firm’s asset management system.
  • Identify opportunities for innovation in client service delivery and process efficiency.
  • Participate and engage actively in periodic team, Support Services or ITS meetings.
  • Ability to work within flexible hours between 7:30am and 6pm.  Weekend and after-hours support may be required to meet project specific timelines and goals.
  • Move, install, set up, and configure IT equipment within our various locations.

Qualifications and Education Requirements

  • Post-secondary education, in an IT discipline.
  • 2-3 years of experience providing hardware/software support in a Windows environment (especially Windows 10), with advanced knowledge of supporting Microsoft Office 2016, O365 and other software applications. 
  • Troubleshooting within the MacOS environment is an asset.
  • Familiarity with Microsoft Skype, conferencing and audiovisual technologies is an asset.
  • ITIL Foundations Certification is an asset.
  • A relevant Microsoft certification is an asset.
  • Experience working in a networked environment and ability to perform moderately complex troubleshooting of networked devices (laptops, tablets, mobile devices, printers).
  • Demonstrated ability to resolve moderately complex technical issues, providing accurate analysis and suggesting appropriate solutions.
  • Strong interpersonal, troubleshooting and organizational skills.
  • Consistent, timely delivery of high quality work with an ability to prioritize tasks based on relative importance and urgency.
  • Flexibility, energy and ability to work well with others in a team environment.
  • Demonstrated ability to collaborate within a team and across teams (to help improve processes or services).
  • Demonstrated ability to operate under minimal supervision, with virtual interaction.
  • Effective verbal and written communication skills and ability to work with diverse cultures, sometimes in a virtual environment.
  • Proven ability to work with all levels of management.

Why Deloitte?

Launch your career with The One Firm where you can make a greater impact than you ever thought possible. With endless opportunities at every turn, and a culture built to support and drive our people to be the very best they can be, Deloitte is The One Firm for you to learn, grow, create, and lead.

At Deloitte, we understand that everyone, and their career goals, are different. As a firm, we help create the conditions and opportunities that will enable our people to thrive – both professionally and personally. We do this by making three commitments to our people:

  • You will lead at every level: We grow the world’s best leaders so you can achieve the impact you seek, faster.
  • You can work your way: We give you the means to work how you want, and we have innovative spaces and the mindset to help you be wildly successful.
  • You will feel included and inspired: We create a deep sense of belonging where you can bring your whole self to work.

Apply now and let us show you how to push your career to the next level at Deloitte. The One Firm. For You.

Deloitte is an inclusive employer dedicated to building a diverse workforce.  We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective provincial human rights codes throughout all stages of the recruitment and selection process. Please advise the Recruiter to ensure your accessibility needs are accommodated throughout this process.  Information received relating to accommodation will be addressed confidentially.

We thank all applicants in advance for their interest; however, only those candidates selected for an interview will be contacted



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