Analyst, Service Desk

Why join us?

Are you looking to join a dynamic pension plan that embodies the strong values of its 500,000 members and is an industry leading global investor?

If so, we would love to tell you our story.

At OMERS we put our people first and are proud to embrace the diversity of thought and leadership that comes from having locations in Toronto, London, New York, Singapore, Sydney and other major cities across North America and Europe.

Our culture is truly one of a kind. We get stuff done, and have fun doing it! We take great pride in contributing to the communities where we live with an ever-constant eye to the global investment markets.

In this role, you will ensure the 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 levels.

The IT Service Desk Analyst will provide remote and in-person support when required. Resolution of incidents will involve using diagnostic tools and IT Service Management (ITSM) tracking tools.

You will be a vital member of an engaged, high-reaching team part of a world-class, winning culture that prioritizes people development and provides exceptional customer and employee experience.

Responsibilities

Provides end-to-end technology support, including laptop hardware, mobile devices, applications, network, and storage.

Fully document incident resolution and steps taken during troubleshooting to help with root cause and trend analysis.

Develop an understanding of the organizational layout and engage with appropriate stakeholders on incidents and tasks when required.

Helps to create knowledge base articles to assist the team with future incidents or tasks.

Manage outages, proactive communication, and problem management through to resolution.

Support after hours deployments and assist with testing and validation activities.

Works independently on various complex tasks and can also manage stressful situations.

Excellent customer service focus and a passion for delivering the very best service experience at all time.

Requirements

Post-secondary degree or diploma in computer science or computer-related studies

Experience supporting Microsoft (Windows 11), macOS desktops / laptops, and Apple iOS devices

Experience Supporting Office 365 and SharePoint

Active Directory administration

Have used ServiceNow or any equivalent Service Desk / Contact Centre ticketing system.

Have experience supporting virtual collaboration solutions (Cisco WebEx, Microsoft Teams)

Understand network topology and can diagnose base-level network issues.

Embrace collaborative sharing of knowledge within a teamwork environment.

Strong troubleshooting skills and the ability to think a problem through and research possible solutions.

Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays.

ITIL certification and certification in relevant technologies (e.g., CompTIA A+, Network+, CCNA, Microsoft 365) is a plus.

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 3 days per week.

Our story :

Founded in 1962, OMERS is one of Canada’s largest defined benefit pension plans, with $128.6 CAD billion in net assets as of December 31, 2023.

OMERS is a jointly-sponsored pension plan, with more than 1,000 participating employers ranging from large cities to local agencies, and over half a million active, deferred and retired members.

OMERS members include union and non-union employees of municipalities, school boards, local boards, transit systems, electrical utilities, emergency services and children’s aid societies across Ontario.

Contributions to the Plan are funded equally by members and employers. OMERS teams work in Toronto, London, New York, Amsterdam, Luxembourg, Singapore, Sydney and other major cities across North America and Europe serving members and employers and originating and managing a diversified portfolio of high-quality investments in public markets, private equity, infrastructure and real estate.

OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barrier-free recruitment and selection process.

At OMERS inclusion and diversity means belonging. How we create a sense of belonging is through our employees and our vast network of Employee Resource Groups.

Whether you are passionate about gender, pride, or visible minorities, we have groups that are focused on making a difference in all of our lives.