Associate Service Desk Analyst
The Great-West Life Assurance Company
Winnipeg, MB
Our Story

We are proud to announce that Canada Life will become our company brand under which our three companies service – Great West Life, London Life, and Canada Life.

Together, Great-West Life, London Life and Canada Life have been in the business of keeping promises for over a century. The new Canada Life brand combines the strengths of all three – so we can better deliver on our purpose: To improve the financial, physical and mental well-being of Canadians.

Role Description

The Associate Service Desk Analyst role is responsible for managing incidents reported by internal customers to the Service Desk. It is an entry-level role that involves providing initial support including investigation and diagnosis of the issue, recording the incident, restoration of service if possible and assignment of incidents to second level support teams as required. Support provided for all hardware, software, infrastructure and applications is performed within negotiated service levels and to the customers’ satisfaction.

Accountabilities:
Responding to contacts from Service Desk customers and support teams
Performing classification, initial support, investigation, and diagnosis of incidents
Resolving incidents or assign to appropriate second level teams
Contributing technical content and departmental procedures to the Service Desk knowledge base
Participating in process improvement opportunities
Maintaining timely awareness of current initiatives, rollouts, and changes to the technical environment
Working a variety of shifts in a 24/7 environment.

Qualifications and Competencies:
Experience: Minimum 1-2 years of experience in a diverse technology and customer service-focused role
Education: completion of a post-secondary degree or equivalent (e.g. non-specialized bachelor degree or business-related community college diploma)
Good understanding and working knowledge of network protocols
Solid knowledge and demonstrated experience using desktop products and operating systems
Excellent communication and customer service skills
Good problem solving skills
Adaptive to change and able to manage stress
Ability to converse in French is an asset
Team Player

Discover your opportunity….Apply today!

Great-West Life offers competitive compensation, great benefits such as medical, dental, life insurance, wellness account and personal days not to mention onsite cafeteria and fitness in our head office facilities. If you’d like to join our team submit your information online and introduce yourself.

Together Great-West Life, London Life and Canada Life serve the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.

Great-West Lifeco would like to thank all applicants, however only those who qualify for an interview will be contacted.