It Service Desk Analyst, Senior

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 September 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 1 st 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:

• 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
• Responsible for the day-to-day operations within the Service Desk environment (escalation, workflow, and process execution)
• Acts at a 2nd tier problem solving expertise to address, identify root cause, and resolve problems
• Accountable to Service and Operational Level agreements between the business and IT
• Active participation (and/or lead) in the building and implementation of Service Desk operational and service processes
• Provide 1st level Incident / Request management support to IT end-users, having particular emphasis and focus on first call/level resolution

What you will bring:

• Strong communications (written, verbal, presentation) and negotiation skills and experience with conveying complex, technical information to non-technical audiences
• Experience with ServiceNow is considered an asset
• Minimum eight (8) years in IT
• Experience working within Incident, Problem, Change, Service Level, and Service Desk competencies
• Two (2) years in a senior technical customer service capacity
• Strong interpersonal skills to effectively mentor and coach staff with respect to IT service issues, technologies, processes, and considerations
• Core certification should include ITIL v3 Foundations and/or HDI Help Desk Analyst
• Strong experience with enterprise IT Service Management service systems, with particular emphasis on call management, analytics, performance management, escalations, and process integration
• Strong analytical and problem-solving skills with focus and attention to detail
• Strong knowledge of and experience with ITIL IT service management processes.
• 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)
• ITIL Practitioner/Service Manager or Microsoft certifications a strong asset

What’s in it for you:

• Employee resource groups that support an inclusive work environment
• Discounts on company products and services, and access to exclusive employee perks
• Immediate enrollment in the company’s pension program with employer matching
• A healthy work-life balance with employee wellness top of mind
• Tuition support and specialized program assistance
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• A company subsidized cafeteria with a variety of daily options
• Regular EQ Together events focused on company togetherness and collaboration
• An additional paid volunteer day each year so you can spend time giving back to the community

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)
• Undergo a criminal background check

To learn more about Equitable Life, we encourage you to explore our organization.
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.
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