Senior Service Desk Analyst

About ivari

With 300 employees across Canada, ivari is a company that’s making a difference in the world of life insurance. By finding and hiring employees who are passionate about helping people protect their families, we give them the best, most supportive workplace possible. ivari is part of Sagicor Financial Corporation, a leading financial services provider based in the Caribbean with a strong presence in North America. We offer a wide range of products and services, including life and health insurance, annuities, pension administration and investment services.

Our Mission & Inclusion

Everyone is welcome. We attract, develop, and retain a workforce that is as diverse as the customers we serve and the communities in which we do business. We offer an inclusive and accessible work environment where all employees and customers feel valued, respected, and supported. Our commitment to inclusivity is reflected in the safeguards, policies and commitments we have in place to remove barriers and provide equal opportunities to prospective and current employees, without discrimination.

Job Opportunity: Senior Service Desk Administrator

As a Senior Service Desk Administrator at ivari you will be responsible for analysis and resolution of IT service requests (Incidents, Problems, Service Requests, Work Requests); supporting desktop updates and patches; asset management and deployment; problem solving and troubleshooting; and customer service. Your key responsibility is ensuring operational requirements for IT are maintained and supporting our internal customers by restoring any disrupted services as efficiently as possible.

In This Role You Will

• Ensure strict adherence to ticket management protocols, including effective communication, compliance with service level objectives (SLOs), and thorough documentation.
• Coordinate with vendors as required.
• Provide professional customer service to support the business and IT, contributing to improvement of cross‑functional communication and team synergies.
• Provide Executive communication and White Glove service.
• Provide IT support to employees via in‑office and remote support through Freshservice ticketing system.
• Require travel between our Head Office and Downtown office for onsite support.
• Analyze issues, set priorities, and troubleshoot system/hardware/software problems.
• Develop and maintain comprehensive KPI reports to monitor service desk performance and operational efficiency.
• Analyze data to identify trends and recommend opportunities for process improvement.
• Serve as an escalation point for junior technicians, mentoring and teaching them to develop their skill.
• Maintain the Base in an efficient and effective manner.
• Build and document IT service management process improvements and solutions.
• Identify and elevate situations requiring urgent attention.
• Update Knowledgebase articles in Freshservice and other content for IT and general users.

What We Are Looking For

• College Diploma or University Degree in Computer Science or a related field.
• ITIL certification preferred.
• Minimum 4‑year experience within an intermediate service desk position.
• Demonstrable knowledge of Microsoft client technologies for OS installation and application integration.
• Strong knowledge of Microsoft productivity applications, including O365.
• Knowledge of all client hardware technologies.
• Ability to conduct research into a wide range of computing issues.
• Fast learning and ability to retain information quickly.
• Ability to present ideas in a user‑friendly language.
• Effective communication skills at all levels and ability to build relationships.
• Installation, configuration, upgrade, maintenance, and support of desktops, laptops, and other mobile devices.
• Proven analytical and problem‑solving abilities.
• Ability to prioritize and execute tasks in a high‑pressure environment.
• Experience with Microsoft Intune, PowerApps, Microsoft Teams Telephony.
• Proven proficiency with Windows 11.
• Ability to prioritize incoming tickets and calls from users.
• Thrives in a fast‑paced environment.
• Experience administering enterprise service management software such as Freshservice or ServiceNow.

What's In It For You

We offer competitive base salaries plus a bonus. Health and dental benefits for the entire family from Day 1. Additional benefits include a fantastic vacation plan and time off, a pension plan with 100% match, an employee savings plan with 75% match, flexible and hybrid work arrangements, opportunities for professional development, recognition programs, and wellness programs.

Job Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Information Technology
• Industry: Insurance

How to Apply

Please email your resume to human.resources@ivari.ca. A Human Resources representative is available to consult with applicants who require accommodation in the application or recruitment process. Any information shared by the applicant about an accommodation will be treated as confidential.