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Service Desk Analyst

3 months ago

St Catharines, Ontario, Canada Meridian Credit Union Full time

Why Meridian?
At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Factor us into your next career opportunity. We want you to grow with us and have an experience that's different. This is a place where you can expect the unexpected.

Find our story here:
About Meridian

Please note:
this is a 6-month contract opportunity

The role:

The SDA is skilled in customer service; interpersonal, written and oral communication; balancing, prioritizing and organizing multiple tasks.

The SDA is able to work collaboratively in teams; synthesize feedback and adjust plans accordingly; build and maintain strong relationships across the business; problem solve; and be able to understand customer needs.

This role interacts with will position levels and will be part of the after hour support rotation.

Is this role right for you? In this role, you will:

Problem Solving and Decision Making

  • Provide 1st and 2nd level incident and request resolution at first call resolution (FCR) when possible
  • Provide an accurate and timely audit trail of all incidents and requests through our ticketing tool so that trends and patterns may be identified and considered by the Manager, Service Desk
  • Research and resolve incidents within the scope of the role and within prescribed timelines, escalating to Senior Service Desk Analyst or Tier 3 colleagues as appropriate
  • Possesses an understanding of all technologies and business solutions at Meridian in order to be able to resolve issues and incidents within scope of role
  • Recommend and assist with implementing process and service improvements
  • Adhere to processes and service level agreements

Service Centric

  • Identify opportunities and recommend technology solutions that are mutually beneficial to our internal customers and Technology Services
  • Resolve outstanding issues relating to technical issues, problems, incidents and requests within the scope of the role, minimizing interruptions and impacts to Member Service
  • Provide the highest level of quality service to all users through a conscious focus on call ownership and effective followup (when applicable)
  • Manage users expectations including providing timely responses to all concerns when applicable, or involving other resource support to bring matters to resolution as soon as possible
  • Maintain records of correspondence received and actions taken so that trending and pattern analysis may be performed in an effort to proactively identify solutions to recurring problems.
  • Triage issues by gathering the right information and routing the incident to the correct support team
  • Maintain integrity of User Information in Active Directory and ServiceNow
  • Remain informed of and educated on systems supported by Meridian IT with the goal of providing an increased level of FCR to Meridian Employees
  • Assist Senior Service Desk Analysts and Tier 3 Technical support team if called upon

Partner Orientation

  • Initiates opportunities for collaboration and maintains productive relationships within the team and with the business to achieve shared goals
  • Key Relationships for this role are with the following groups: Meridian Employees, Contact Center, Senior Service Desk Analysts, Tier 3 Support Teams

Knowledge, Skills, and Abilities

  • Service oriented and customer focused able to develop and maintain good working relationships with customers and peer partners
  • Demonstrated ability to effectively communicate with others (both written and verbal)
  • Strong analytical and problem solving abilities
  • Organized with ability to quickly prioritize and effectively handle critical issues as they occur or a number of competing priorities; move with agility from one task to another
  • Seeks creative ways to get results; not bound by the limitations of conventional wisdom; find inventive, imaginative and resourceful ways to solve problems or create opportunities
  • Works well in a fluid environment; remaining flexible as situations change; is innovative and open to new ideas and ways of doing things
  • Utilize industry recognized methodologies: ITIL and COBIT within the scope of the role
  • Able to act with confidence in their area of expertise; with a focus on continuous improvement
  • Strong working knowledge of Microsoft Applications
  • Broad understanding of business solutions in use at Meridian
  • Possesses an understanding of Remote Connectivity
  • Strong working experience in web based products and web browsers
  • Ability and willingness to work for extended periods, nonbusiness hours, weekends and holidays as required

Office Location:
Toronto OR St. Catharines Corporate Office

  • Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovat