IT Service Support Desk Analyst

23 hours ago

Hamilton, Canada FirstOntario Credit Union Full time

**Why FirstOntario?**
- FirstOntario Credit Union is one of the largest credit unions in Ontario. We are a trusted co-operative financial intuition dedicated to providing competitive banking products and services and a quality Member service. More than 118,000 Ontarians choose FirstOntario for their financial needs - from chequing and savings accounts to loans and mortgages and highly qualified investment advice. Our Membership does more than save you money on fees, it also makes you an Owner. At FirstOntario, we believe the best way to ensure our success is by supporting the communities we serve. That's why our policies include volunteering our time, talent and resources to worthy local causes and events. It's also why we reinvest our profits in the same places they're earned, and why we sponsor programs that promote financial literacy and economic development.

**Job Overview**

The Service Support Desk Analyst is responsible for providing technical support to all computer users and technical platforms across FirstOntario and is a key partner that enables staff to deliver excellent Member Experience.

**Role Details**
- Document all pertinent information in ServiceNow including but not limited to contact information, nature of issue, problem solving process, actions taken, resolution and any follow ups
- Triage incoming requests through ServiceNow and escalate as needed
- Assist with software releases & roll-outs and support the communication to end users
- Use FAQ resources, knowledge bases, diagnostic utilities and vendor updates when solving a complex problem
- Perform preventative maintenance for end users including cleaning workstations, printers and peripherals
- Keep anti-virus software and definitions up to date
- Thoroughly test fixes to ensure problem has been adequately resolved
- Stay ahead of current industry trends, new technologies and services that impact member and employee experience as well as providing factual recommendations when it comes to purchasing efforts
- Analyze documented resolutions for emerging trends and alert management to prevent future problems
- Reinforce service level agreements to manage end-user expectations
- Regularly run operational checklists and tasks that supports the efficiency of the team
- Work in partnership with other IT departments to assist with the policy and security of environment
- Be a knowledge resource to employees by creating help sheets and FAQ lists
- Maintain and monitor backups and restores
- Communicate in a fashion that is respectful and well understood
- Collaborate with your peers and stakeholders to add to the collective innovative thinking that can drive new business ideas for FirstOntario
- Build and utilize working relationships with internal business partners across the organization and external contacts
- Utilize Lean methodology to streamline work processes and realize cost and resource efficiencies
- Consider health & safety as a primary concern to ensure the safety of self and others
- Perform other duties as we may need you to do

**Required Skills**:

- Have a post secondary degree or diploma in the field of computer science or information systems or equivalent in a related program or have a relevant combination of education and Service Desk experience
- Have experience in technical support including but not limited to facilitating testing, trouble-shooting, call logging and escalation as necessary
- Enjoy a challenge when it comes to technical issues and be resourceful in the way you find a solution
- Have demonstrated knowledge of network and PC operating systems, including Windows Server and VMware ESXi; understanding of current banking platform and ITIL certification considered an asset
- Have working knowledge of current network hardware, protocols and standards
- Be quick to respond to requests for service from all of your clients in a manner which is clearly understood, both technically and user-friendly
- Be analytical and detailed with your project management skills when dealing with technical support issues and IT projects
- Be an organized multi-tasker that thrives in a fast pace, high volume and changing environment
- Openly share your knowledge with the team
- Be self motivated and directed
- Inherently demonstrate a high level of integrity and be trustworthy
- Be aware of and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures
- Be willing to work flexible hours including evenings and weekends as the job demands and travel as required

**Our Story**

Our emphasis on service means we're constantly searching for new team members whose dedication to helping people is as powerful as their ambition to succeed. We're committed to providing professional development, and to extending employee activities beyond day-to-day operations to support the communities where we're located. Our people are the difference, it's a part of why we love c

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