Analyst, Service Desk (12 Months Contract)

OMERS•Toronto, ON

1d•Hybrid

About The Position

This posting is for a 12-month Fixed Term contract position, serving as a maternity leave replacement. In this role, you will ensure 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 (SLA’s). The IT Service Desk Analyst will provide support remotely, and in person where required. Resolution of incidents will involve the use of diagnostic tools and IT Service Management (ITSM) tracking tools. The IT Service Desk Analyst 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. You will be a key member of an engaged, high-reaching team—part of a world-class, winning culture that prioritizes people development and focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.

Requirements

Bachelor’s Degree in Computer Science or a related field, or equivalent experience, is preferred.
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.

Nice To Haves

1-2 years of work experience in a Service Desk or Customer Service role.
A genuine interest in AI and evolving technologies is highly valued.

Responsibilities

Ensure proper operation of all End User Computing technologies.
Receive, prioritize, document and actively resolve end user incidents and requests.
Escalate incidents appropriately to maintain Service Level Agreements (SLA’s).
Provide support remotely, and in person where required.
Use diagnostic tools and IT Service Management (ITSM) tracking tools for incident resolution.
Apply communication, analytical and problem-solving skills to identify, communicate, and resolve incidents.
Provide education on the proper use of IT systems.
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.
Contribute to the building Knowledge Base articles.
Participate in other assigned duties as required.
Review Service Desk processes for improvements and efficiency, and report findings to management.
Create Knowledge Base 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.