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We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 665,000 members, placing their best interests at the heart of everything we do.
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Please note: This posting is for a12-month Fixed Term contract position.
Analyst, Service Desk (12 Months Contract)
Job Description Summary
In this role, you will ensure proper operation of all End User Computing technologies. This includes receiving, prioritizing, documenting and actively resolving end user incidents and requests and escalating incidents appropriately to maintain Service Level Agreements (SLA’s). The IT Service Desk Analyst will provide support remotely, and in person where required. Resolution of incidents will involve the use of diagnostic tools and IT Service Management (ITSM) tracking tools. The IT Service Desk Analyst will apply proven communication, analytical and problem-solving skills to help identify, communicate, and resolve incidents and provide necessary education of proper use of IT systems.
You will be a key member of an engaged, high-reaching team—part of a world-class, winning culture that prioritizes people development and focuses on long-term growth. We take great pride in leading the industry by earning respect through every interaction, every day. We go above and beyond to protect and grow relationships by anticipating needs, being honest and considerate, and valuing customers as genuine partners.
Position Scope:
Operational Management
- 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
Additional Duties:
- 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.
Required 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.
Desired Skills:
- 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.
We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come into the office4 days per week.
This posting is for an existing vacancy.
The expected salary range for this position is $62,000.00 - $92,000.00 per year, prorated based on the term of the contract.
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), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS& Oxford offer letters.
As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.
From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.
Artificial intelligence (AI) tools are used to support certain stages of the OMERS recruitment process. While AI assists us in our process, human judgment and decision-making remain central to our candidate experience.
