- Reports to
- Manager, IT End User Services
- Waterloo, Ontario
- Job Status
- Permanent, Full-Time
- Responsible for the day-to-day operations within the Service Desk environment. This includes escalation, workflow, and process execution.
- Provide 1st level Incident / Request management support to IT end-users, having particular emphasis and focus on first call/level resolution.
- Acts at a 2nd tier problem solving expertise to address, identify root cause, and resolve problems
- Provide assistance to the Manager in the daily operational activities management of the Service Desk, including team mentoring, change guidance, performance, and service delivery.
- Accountable and responsible for the monitoring and alerting to key service impacting situations; includes appropriate IT and business escalation management.
- Active participation (and/or lead) in the building and implementation of Service Desk operational and service processes.
- Accountable to Service and Operational Level agreements between the business and IT.
- Minimum eight (8) years in IT
- Two (2) years in a senior technical customer service capacity.
- Core certification should include ITIL v3 Foundations and/or HDI Help Desk Analyst.
- ITIL Practitioner/Service Manager or Microsoft certifications a strong asset.
- Strong communications (written, verbal, presentation) and negotiation skills and experience with conveying complex, technical information to non-technical audiences.
- Strong analytical and problem solving skills with focus and attention to detail.
- Strong interpersonal skills in order to effectively mentor and coach less senior staff with respect to IT service issues, technologies, processes and considerations.
- Strong knowledge of and experience with ITIL IT service management processes. Should have specific experience working within Incident, Problem, Change, Service Level, and Service Desk competencies.
- Strong experience with enterprise IT Service Management service systems, with particular emphasis on call management, analytics, performance management, escalations, and process integration. Experience with ServiceNow would be preferred.
- Strong-to-expert knowledge of and experience with Microsoft Windows desktop platforms (Windows 7, 10) and Microsoft productivity applications (Office 2010, 2016, Skype For Business, Sharepoint
How to Apply
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