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The Analyst, IT Service Desk ensures the proper operation of all end-user Computing technologies. This includes receiving, prioritizing, documenting and actively resolving end user incidents and requests and escalating incidents appropriately to maintain service level agreements (SLAs). Resolution of incidents will involve the use of diagnostic tools and IT Service Management (ITSM) tracking tools. The Analyst, IT Service Desk will apply proven communication, analytical and problem-solving skills to help identify, communicate, and resolve incidents and provide necessary education of proper use of IT systems.

Responsibilities:

• Field incoming requests to the Service Desk via telephone, e-mail, web and in person requests to ensure courteous, timely and effective resolution of end user issues

• Document all pertinent end user identification information for asset management and support purposes including name, department, contact information and nature of problem or issue

• Escalate incidents, when required, to the appropriately experienced analyst

• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

• Access knowledge bases and FAQ resources on the Internet/Intranet and IT Service Management (ITSM) system to aid in problem resolution

• Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays

• As scheduled, participate in on-call rotation

• Participate in Operational activities such as but not limited to Knowledge Management, Operational Readiness, Quality Assurance, reporting and Strategy Development

• Coordination of enterprise change management as required

• Participate in test plans where applicable.

• Review Service Desk processes for improvements and efficiency and report findings to management

• Create Knowledge-based articles and training materials for new or enhanced procedures

• Focus on continuous improvement through automation and efficiency

• Delegate tasks, ensuring team awareness and deliverables. Notify management of potential deadline issues and provide mitigation steps

• Handle escalations as needed

• Review draft communications and share with management for approval

Requirements

• Post-secondary degree or diploma (either in progress or completed)

• Adapt well to evolving organizations

• Share knowledge collaboratively with the team

• Driven to achieve results and high performance through creativity

• Positive attitude with a focus on customer service

• Due to the nature of the work, this role will require hours of work outside usual business hours.

• 1-2 years of work experience in a Service Desk or Customer Service role, would be nice to have

• 1-2 years of work experience supporting Microsoft Windows and macOS desktops/laptops an asset

Additional Duties:

• Review Service Desk processes for improvements and efficiency and report findings to management.

• Create Knowledge-based articles and training materials for new or enhanced procedures.

• Focus on continuous improvement through automation and efficiency.

• Delegate tasks, ensuring team awareness and deliverables. Notify management of potential deadline issues and provide mitigation steps.

• Handle escalations as needed.

• Review draft communications and share with management for approval.

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.