IT Service Support Desk Analyst - Hamilton, Canada - FirstOntario Credit Union

FirstOntario Credit Union

Verified Company

Hamilton, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Why FirstOntario?

FirstOntario Credit Union is one of the largest credit unions in Ontario. We are a trusted cooperative financial intuition dedicated to providing competitive banking products and services and a quality Member service. More than 118,000 Ontarians choose FirstOntario for their financial needs from chequing and savings accounts to loans and mortgages and highly qualified investment advice. Our Membership does more than save you money on fees, it also makes you an Owner. At FirstOntario, we believe the best way to ensure our success is by supporting the communities we serve. That's why our policies include volunteering our time, talent and resources to worthy local causes and events. It's also why we reinvest our profits in the same places they're earned, and why we sponsor programs that promote financial literacy and economic development.

Job Overview

The Service Support Desk Analyst is responsible for providing technical support to all computer users and technical platforms across FirstOntario and is a key partner that enables staff to deliver excellent Member Experience.

Role Details

Document all pertinent information in ServiceNow including but not limited to contact information, nature of issue, problem solving process, actions taken, resolution and any follow ups
Triage incoming requests through ServiceNow and escalate as needed
Assist with software releases & rollouts and support the communication to end users
Use FAQ resources, knowledge bases, diagnostic utilities and vendor updates when solving a complex problem
Perform preventative maintenance for end users including cleaning workstations, printers and peripherals
Keep antivirus software and definitions up to date
Thoroughly test fixes to ensure problem has been adequately resolved
Stay ahead of current industry trends, new technologies and services that impact member and employee experience as well as providing factual recommendations when it comes to purchasing efforts
Analyze documented resolutions for emerging trends and alert management to prevent future problems
Reinforce service level agreements to manage enduser expectations
Regularly run operational checklists and tasks that supports the efficiency of the team
Work in partnership with other IT departments to assist with the policy and security of environment
Be a knowledge resource to employees by creating help sheets and FAQ lists
Maintain and monitor backups and restores
Communicate in a fashion that is respectful and well understood
Collaborate with your peers and stakeholders to add to the collective innovative thinking that can drive new business ideas for FirstOntario
Build and utilize working relationships with internal business partners across the organization and external contacts
Utilize Lean methodology to streamline work processes and realize cost and resource efficiencies
Consider health & safety as a primary concern to ensure the safety of self and others
Perform other duties as we may need you to do

Required Skills:

Have a post secondary degree or diploma in the field of computer science or information systems or equivalent in a related program or have a relevant combination of education and Service Desk experience
Have experience in technical support including but not limited to facilitating testing, troubleshooting, call logging and escalation as necessary
Enjoy a challenge when it comes to technical issues and be resourceful in the way you find a solution
Have demonstrated knowledge of network and PC operating systems, including Windows Server and VMware ESXi; understanding of current banking platform and ITIL certification considered an asset
Have working knowledge of current network hardware, protocols and standards
Be quick to respond to requests for service from all of your clients in a manner which is clearly understood, both technically and userfriendly
Be analytical and detailed with your project management skills when dealing with technical support issues and IT projects
Be an organized multitasker that thrives in a fast pace, high volume and changing environment
Openly share your knowledge with the team
Be self motivated and directed
Inherently demonstrate a high level of integrity and be trustworthy
Be aware of and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures
Be willing to work flexible hours including evenings and weekends as the job demands and travel as required

Our Story

Our emphasis on service means we're constantly searching for new team members whose dedication to helping people is as powerful as their ambition to succeed.

We're committed to providing professional development, and to extending employee activities beyond day-to-day operations to support the communities where we're located.

Our people are the difference, it's a part of why we love c