Analyst, Service Desk (12 Months Contract) at OMERS

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

01 Aug, 26

Salary

92000.0

Posted On

03 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Incident resolution, Customer service, Problem-solving, Communication skills, Technical support, Asset management, Knowledge management, Change management, Quality assurance, Analytical skills, Troubleshooting, IT systems education, Automation, Documentation

Industry

Financial Services

Description

Choose a workplace that empowers your impact. Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best. 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. Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work. Don’t just work anywhere — come build tomorrow together with us. Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply. Please note: This posting is for a 12-month Fixed Term contract position, serving as a maternity leave replacement. 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. 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 Requirements Bachelor’s Degree in Computer Science or a related field, or equivalent experience, is preferred 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 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. 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 in to the office 4 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. We're committed to: We are passionate about inclusion and advocate for I&D across our network of employees, members and partners We are proud of our commitment to developing a best in class approach to complete wellness for our employees and members We invest in our people, providing them with opportunities so they can develop and grow

Responsibilities

The IT Service Desk Analyst is responsible for receiving, prioritizing, and resolving end-user incidents and requests while maintaining service level agreements. They will also document support processes, manage assets, and contribute to knowledge base articles to ensure operational efficiency.