Service Desk Analyst - Toronto, Canada - CI Financial

CI Financial

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

The Service Desk Analyst is responsible to provide technology-related support and problem resolution to all employees of CI Financial and its subsidiaries, including Assante and Stonegate financial advisors and branch staff.

This individual will support the user's incidents and requests promptly while maintaining a high standard of quality and service.

They must work as a member of the team to support one another in brainstorming solutions and may be asked to mentor peers, assist in onboarding new employees, and develop and maintain knowledge articles for the team.

Fixed Term Contract: 12 months contract

WHAT YOU WILL DO

Strive for resolution at first contact with mínimal handoffs as required
Provide facetoface service for customers as required onsite at corporate office locations in the Greater Toronto Area
Deliver a high standard of customer services based on communication, professionalism, timeliness and accuracy of technical information provided
Log requests, follow up on outstanding items and provide instructions and status updates to users in a clear, professional manner (written and verbal)
Investigate and resolve issues using internal resources as well as conducting research from sources publicly available
Determine the scope of user issues and escalate to the applicable team when appropriate following our Incident Management Process
Prioritize and manage multiple requests based on urgency and scope of the issue
Assist other teams with desk moves and deployments
Work as a team and help determine the scope of user issues and escalate to applicable team or manager when appropriate
Monitor queues and maintain service levels and wait times
Maintain and promote within the team a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
May be asked to assist in handling call escalations from customers when appropriate and escalate to management when necessary
May be asked to serve as an escalation and consultation point for other End User Support Specialists on the team
Draft, edit, review and approve internal notifications
Maintain team knowledge base, ensure internal resources about processes, systems and devices used by the company are up to date
Represent Service desk and attend meetings when delegated to do so
Assist with recording metrics and tracking the performance of the team
Coordination of the ITS "Did You Know" newsletter, ensuring that an edition with a relevant topic is sent out at regularly scheduled intervals.
Assist Service Desk manager with onboarding and training of new hires
Assist in planning, development, review and indexing of new materials and programs for training
Maintain knowledge and help keep internal resources about our Services and Applications up to date
Share knowledge to the team as it becomes available using the appropriate tools

WHAT YOU WILL BRING
Education/Training

University degree/college diploma or equivalent in an ITrelated discipline.
A+, Network + and/or ITIL certification

Experience

Previous experience in a technologyrelated role
Previous experience in a customer service role
Previous experience using a ticketing system to log incidents and service requests

Knowledge, Skills & Abilities

Technical and practical knowledge of Windows and iOS operating systems, as well as the MS Office suite of products
Technical knowledge of enduser hardware including PCs, Apple devices
Basic knowledge of networking including TCP/IP and Windows
Understanding of Active Directory and familiarity with managing user access
Customer service oriented
Strong written and verbal communication skills
Excellent problemsolving skills
Strong interpersonal skills
Strong organizational skills
Propensity to learn
Typing at a medium to fast rate with accuracy
Ability to manage client expectations by actively listening and communicating in a friendly, professional manner.
Able to make sound judgments and decisions after a thorough investigation of an incident.
Ability to prioritize and multitask several requests in a short period.
Able to work independently or in a team with mínimal supervision