Analyst, Service Desk (Contract)

OMERS is a purpose-driven, dynamic and sustainable pension plan that values diversity and employee growth. The Analyst, Service Desk role involves ensuring the proper operation of End User Computing technologies, managing incidents and requests, and providing support to end users while maintaining Service Level Agreements.

Responsibilities

• 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

Skills

• Post-secondary degree or diploma (either in progress or completed)
• 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
• 1-2 years of work experience in a Service Desk or Customer Service role, would be nice to have
• 1-2 years of work experience supporting Microsoft Windows and macOS desktops/laptops an asset

Benefits

• Annual Incentive Award pursuant to our Short-term Incentive plan
• Long-Term Incentive plan
• Participate in our group benefits and retirement plans

Company Overview