Analyst, Service Desk (12 Months Contract)

OMERS Administration Corporation is a global leader in pension planning and investment, dedicated to prioritizing the needs of its members. The IT Service Desk Analyst role involves ensuring the effective operation of end-user computing technologies by resolving incidents and requests while maintaining service level agreements. This position requires strong communication and problem-solving skills to support users both remotely and in person.

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

• Bachelor's degree in computer science or a related field from a recognized college or university, or equivalent experience
• 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
• Adapt well to evolving organizations
• Share knowledge collaboratively with the team
• Driven to achieve results and high performance through creativity
• A genuine interest in AI and evolving technologies is highly valued

Benefits

• You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable)
• Participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters
• Flexible hybrid work guideline requires teams to come into the office 4 days per week
• Employee Resource Groups with executive leader sponsorship
• Purpose@Work committee
• Employee recognition programs

Company Overview