Service Desk Technician

3 weeks ago

Waterloo, Canada OTIP Group of Companies (OGC) Full time

Company Description
**Who We Are**

With every job, there's always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It's because at some point, we've all needed someone there for us.

At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.

**Job Description**:
**What You'll Do**:
Reporting to the Assistant Manager, Service Desk, you'll be responsible for the analysis of current service desk processes and the documentation of these processes.

The core parts of your role will be to:

- Interviewing users to collect information and investigate the source of incident(s). Reviewing actions taken by user, assessing cause of incident, whether it is related to hardware, software, cabling or telephones, and resolves the incident, escalating all other incidents to second level technicians as required.
- Identifying, researching, isolating and escalating incidents and problems to assist in resolution of network and hardware problems, following up to ensure resolution and communicating action taken to appropriate parties as required.
- Using a service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.

**Qualifications**:
**Let's Talk About You**:

- An MCSE designation or working towards completion.
- A minimum of one year experience as a service desk technician or in a related technical field.
- Advanced knowledge of Microsoft Office Product Suite.
- Superior time management and organizational skills to manage competing priorities, including project management skills.

Additional Information
**Some of the Perks We Offer**:
We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you'll love working here:

- Rewarding salary and bonuses that truly value your dedication
- Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
- Defined benefit pension plan for a financially confident retirement
- 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
- Flexible work-from-home and hybrid options
- Unlock your potential with opportunities for advancement
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities._
- As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique._

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