service desk analyst
Job description
At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join Equitable Life today.
Position Title: IT Service Desk Analyst, Senior
Reports To: Manager, IT End User Services
Department: IT
Term: Full-Time, Permanent
Work Arrangements: We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately November 2023), coming into the office a minimum of 2 days per week, every other week on designated days.
The Opportunity: Equitable Life is seeking an innovative and client-focused IT Service Desk Analyst, Senior to join our IT End User Services team!
This role will respond to 1st level IT end-user support of Incidents, Requests, and Problems which support Equitable Life’s production, pre-production, and disaster recovery technology environments.
This is an exciting opportunity to join one of Waterloo Region’s Top Employers for 15 years and counting!
What you will be doing:
- Responsible for the day-to-day operations within the Service Desk environment (escalation, workflow, and process execution)
- Provide 1st level Incident / Request management support to IT end-users, having particular emphasis and focus on first call/level resolution
- Acts at a 2nd tier problem solving expertise to address, identify root cause, and resolve problems
- Provide assistance to the Manager in the daily operational activities management of the Service Desk, including team mentoring, change guidance, performance, and service delivery
- Accountable and responsible for the monitoring and alerting to key service impacting situations; includes appropriate IT and business escalation management
- Active participation (and/or lead) in the building and implementation of Service Desk operational and service processes
- Accountable to Service and Operational Level agreements between the business and IT
- Minimum eight (8) years in IT
- Two (2) years in a senior technical customer service capacity
- Core certification should include ITIL v3 Foundations and/or HDI Help Desk Analyst
- ITIL Practitioner/Service Manager or Microsoft certifications a strong asset
- Strong communications (written, verbal, presentation) and negotiation skills and experience with conveying complex, technical information to non-technical audiences
- Strong analytical and problem-solving skills with focus and attention to detail
- Strong interpersonal skills to effectively mentor and coach staff with respect to IT service issues, technologies, processes, and considerations
- Strong knowledge of and experience with ITIL IT service management processes.
- Experience working within Incident, Problem, Change, Service Level, and Service Desk competencies
- Strong experience with enterprise IT Service Management service systems, with particular emphasis on call management, analytics, performance management, escalations, and process integration
- Experience with ServiceNow is considered an asset
- Strong-to-expert knowledge of and experience with Microsoft Windows desktop platforms (Windows 7, 10, 11) and Microsoft productivity applications (Office 365, 2010, 2016, Skype For Business, SharePoint)
- A healthy work-life balance with employee wellness top of mind
- Annual bonus program, annual vacation allowance, and company-paid benefits program
- An additional paid volunteer day each year so you can spend time giving back to the community
- Immediate enrollment in the company’s pension program with employer matching
- Employee resource groups that support an inclusive work environment
- Tuition support and specialized program assistance
- A company subsidized cafeteria with a variety of daily options
- Discounts on company products and services, and access to exclusive employee perks
- Regular EQ Together events focused on company togetherness and collaboration
- Provide two professional references (minimum one supervisor and above)
- Undergo a criminal background check
At Equitable Life, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at [email protected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.
About Equitable Life Insurance Company of Canada
CEO: Fabien Jeudy
Revenue: $500 million to $1 billion (USD)
Size: 501 to 1000 Employees
Type: Company - Private
Website: www.equitable.ca
Year Founded: 1920
