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IT Support Services Analyst

3 months ago

Toronto, Ontario, Canada Foresters Financial Services, Inc. Full time
Career Opportunity

Role Title

IT Support Services Analyst

Purpose of role


In this role, the IT Support Services Analyst will assist, as required, the Team Leader IT Support Services and the IT Operations Manager in the governance of standard and Non Standard Service Requests and continuously look for ways to improve the service to Foresters end users while ensuring integration and resulting in effective client service provider relationships across multiple internal and external providers.


Regular process improvement along with cost effective innovation will be required to enable synergy within IT Operations and other groups.


Job Description:

Key Responsibilities

  • Primarily this onsite role will support the PC refresh program, Inventory Management, Mobility services, Conferencing systems and IT operations procurement as well as various other IT Support services:
  • Manage the 'Evergreen' PC Refresh program at Foresters Financial including inventory management and deployment schedules of new devices to ensure a continues refresh of end user devices is taking place throughout the year
  • Maintain hardware inventory in FreshWorks system for all PCs and other peripherals in the Foresters environment
  • Assist the Team Leader
  • IT Support Services in ensuring Outsourced Vendor's Capacity, Change, Incident & Problem Management functions are delivered
  • Support the video conferencing systems as well as support the users in hosting meetings at the conference center
  • Point of contact for the provisioning and support of Foresters mobility services as it relates to requesting upgrades, maintenance of mobile device inventory and verification of monthly invoices
  • Hold vendors accountable for adherence to service levels objectives
  • Provide Asset Management reports as required weekly and Monthly to TL IT Operations
Key Qualifications

  • ITIL V3 Foundation Level Certified an asset
  • Excellent time management skills ensuring incidents are resolved quickly, and in priority order
  • Excellent verbal and written communication skills
  • Very strong analytical and problem solving and an ability to translate technical requirements and specifications into easily understood business concepts
  • Work effectively in a fastpaced setting with multiple customer priorities
  • General understanding of the issues, challenges and opportunities facing the insurance, financial services, fraternal and information technology industries in order to prioritize and focus on the correct activities
  • Demonstrable experience working in a client facing position
  • Ability to work unsupervised and manage time effectively
  • Able to administer enterprise solutions (mobile devices, Wi-Fi, network monitoring, SharePoint, SentinelOne Endpoint Security, F5 etc)
  • The ability to interact successfully with all levels of the customer and IT provider organization
  • Professional appearance & the ability to perform well under pressure and must be extremely customer focused
  • Strong Team player
  • Potential after hours support
LI-ONSITE

Equal Opportunity Employment and Inclusion
- _at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves._
- _
- in advance of your appointment._