Service Desk Analyst Ii (Remote)

Job ID: 6933
Working Business Language: Bilingual in French and English
We’re proud to give our employees the flexibility to choose how and where they want to work. In this role, you can decide whether your preference is to work from home (remote), work from the office or a hybrid of time spent at both. You may work from any of the following locations: British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland & Labrador and/or the Yukon.
The Wawanesa Mutual Insurance Company, founded in 1896, is one of Canada’s largest mutual insurers, with over $4 billion in annual revenue and assets of $12 billion. Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon; Wawanesa Life, which provides life insurance products and services throughout Canada; and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than two million members in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy. Learn more at wawanesa.com
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
Job Overview
Under general supervision, this job contributes to Wawanesa’s success by acting as a single point of contact and providing first level support on restoring services on company-supported computer applications and platforms to internal customers within established Service Level Targets.
Job Responsibilities

• Test and implement new procedures for new and existing Applications/Technologies.
• Ensure quality entries by adhering to the Incident Management and Service Management documented processes by managing records within our ticket tracking platform.
• Identify and escalate situations requiring urgent attention.
• Identify incident trends, assist with reporting and participate in process improvement opportunities.
• Maintain a high degree of customer service for all support queries ensuring employee needs are addressed in a timely manner.
• Establish and maintain good working relationships with Insurance & Technology support teams.
• Respond to contacts from internal customers and support teams via phone, email, and chat by providing initial Service Desk Support.
• Maintain timely awareness of, and provide input for current initiatives, rollouts, and process changes.
• Diagnose and resolve technical hardware and software issues utilizing the Service Desk Knowledge Base.
• Contribute technical content and departmental procedures to the Service Desk knowledge base.
• Perform other duties as assigned.

Qualifications

• Strong organizational skills by prioritizing and reprioritizing tasks appropriately and multitasking effectively.
• Solid understanding of TCP/IP and basic networking, including VPN software.
• Exceptional customer service skills in providing friendly, cheerful service and keeping the client up to date about service request progress.
• Ability to work in collaboration with other team members, sharing knowledge and knowhow.
• Solid working knowledge of Microsoft based operating systems and software with emphasis on Windows 10/11 and Office 365.
• Microsoft Certified Professional (MCP) certification is considered an asset.
• Good communication skills in French and English, both written and spoken.
• ITIL Foundations certification is considered an asset.
• Experience with ITIL Processes is considered an asset.
• Ability to perform effectively under pressure in high stress environments.
• Solid experience and training in troubleshooting hardware and software-related issues and providing Service Desk functions.
• Ability to express ideas clearly and asks probing questions appropriately.
• Completion of post-secondary degree or certificate and/or 2 years’ experience in a diverse technology and customer service-focused role.
• Proficient knowledge in software based ITSM tracking tools. Experience with ServiceNow is considered an asset.

Wawanesa is proud to be one of Manitoba's Top Employers for 2023 recognizing that we are an exceptional place to work!
Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our full-time permanent employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a stable environment for its employees in today’s challenging markets.
Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Accommodations are available upon request throughout all aspects of the selection process. Candidates requiring accommodations may contact, in confidence, [email protected].
If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.
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