service desk analyst Waterloo
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
Reports To: Manager, IT End User Services
Department: IT Infrastructure
Term: Temporary, Full-Time – One Year Contract
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 looking for an IT Service Desk Analyst to join their End User Services team! We’re looking for a motivated individual who wants to contribute their skills to our team, who is passionate about customer service excellence while focused on technical support, remains diligent to the process, and above all – does the right thing.
In this role, the successful candidate will be responsible for delivery of 1st level IT end-user support of incidents, requests and problems supporting Equitable’s production, pre-production, and disaster recovery environments.
What you will be doing:
- Deployment and recovery of computers and other peripherals
- Handle onboarding and offboarding requests for our end user base while maintaining inventory and financial tracking of equipment
- Provide 1st level Incident and Request management support to IT end-users, with a particular emphasis and focus on first call and level resolution
- Accountable and responsible for the monitoring and alerting to key service impacting situations; includes appropriate IT and business escalation management
- Accountable to Service and Operational Level agreements between the business and IT
- Continuous improvement, automation and innovation in the management and delivery of Service Desk process and operations, inclusive of building and documenting improvements
- Make decisions independently using logical assumptions and information
- Develop highly effective relationships with customers, peers, and operational staff characterized by mutual trust and respect
- Perform other duties as required
- Degree or diploma in a Computer Sciences program and/or related industry experience
- Experience with Office 365
- Experience working with ticketing systems, such as ServiceNow, an asset
- Knowledge of ITIL IT service management processes, an ideally specific experience working within Incident, Problem, Change, SLM, and Service Desk competencies
- Experience with call logging and metrics gathering processes and technologies
- Working knowledge of industry standard helpdesk call tracking systems such as Remedy, Heat, Peregrine, Altiris, or other ITIL-certified application
- Platform (Desktop/Wintel)
- Working knowledge of Windows desktop platforms including Windows 10
- Working knowledge of desktop and/or laptop hardware technologies
- Working knowledge of Microsoft networking technologies
- A healthy work-life balance with employee wellness top of mind
- We value open, honest communication between team members, challenging each other to continually improve
- Employee resource groups that support an inclusive work environment
- A company subsidized cafeteria with a variety of daily options
- 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
