Analyst- Service Desk Ii

4 weeks ago

Victoria, Canada Western Financial Group Full time

**Truthfulness | Fairness | Value | Loyalty**

As one of Canada's largest insurance providers, Western has more than 220 locations across Canada. With over 2,100 team members, our actions are anchored in our Guiding Principles, Truthfulness, Fairness, Value, and Loyalty. We take care to deliver the right insurance solution every time so our customers can live confidently.

**Service Desk Analyst II**

Reporting to the Team Lead, User Experience, the Service Desk Analyst will be responsible for providing front line support to internal clients by responding to all service requests (hardware and software) and incidents.

**Here is what a typical day looks like**
- Provide support to end users and escalate tickets as needed, showing a dedication to delivering quality service and products
- Track the lifecycle of an Incident or Request through our ticketing system
- Create Knowledge Base articles and Solution articles for internal/external use
- Provide regular remote desktop support, including O365, office 2010, Office 2016, RDS 2016 and Azure Virtual Desktop environments
- Help with the installation of in-house and remote hardware and software across the organization’s network.
- Investigate trends and patterns to identify problems
- Provide guidance and training to Level 1 Analysts as needed
- Follow preset instructions for providing access to users and completing Staffing requests

**The value you bring**
- Service Desk or IT related industry experience is required
- Experience working with Microsoft productivity tools/Operating Systems, including Windows 10, Microsoft Office 2010 and higher
- Experience maintaining and troubleshooting hardware issues including, laptops, desktops, printers, mobile devices and phone systems
- ITIL Experience an asset
- A+ Certification is an asset

Full-time - 37.5 hours/week
- Monday to Friday including rotational shift on Saturday
- This is an in-office position within our Regional office in Victoria

Location: Victoria, BC

Job Requisition #: 800645

**What if I don’t meet every requirement?**

If you’re excited about the role but your experience doesn’t check every box - we still encourage you to apply. You may be the right person for this role - or we might have another that suits you even better

At Western, we are dedicated to building a diverse, inclusive, and authentic workplace in the communities we work and live in If you have questions or require accommodation, please reach out to us.

**Health and Wellness**

We take pride in providing programs that add value to our people’s lives - after all, they are our greatest asset. Eligible employees receive a competitive compensation package consisting of 3 weeks’ vacation, 14 wellness days, company matching investment and savings programs, and 100% employer-paid group benefits, including a health care spending account.

For over 20 years, supporting our local communities has been a part of everything we do - it’s engrained in our culture though the Western Financial Group Communities Foundation.

**Note: Please review the Internal Applicant Policy on WestConnect

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