Service Desk Analyst

3 months ago

Ottawa, Canada Bank of Canada Full time

**Service Desk Analyst**

**Take a central role**

The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment.

Building on the principles that have always guided us - excellence, integrity and respect - we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.

With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers: Working Here - Bank of Canada

Find out more about the next steps in our Recruitment process.

**What you will do**
The Bank of Canada is currently seeking a Service Desk Analyst to join the Information Technology Services Department. This team is responsible for the ongoing support and maintenance of the Bank’s information technology infrastructure, while focusing on the precise execution and delivery of all processes and services to ensure business value for clients and users in a consistent, reliable and repeatable manner.

As a Service Desk Analyst, you will:

- provide first-level investigation and diagnosis for hardware and software issues
- log all user interactions (incoming and outgoing) into our call-management system
- establish a course of action to correct issues, providing information to user
- install, move or set up, and provide ongoing support and troubleshooting assistance to all staff regarding computer (desktop, laptop and/or peripherals)
- provide deskside support for calls that cannot be resolved over the telephone or via remote management
- deliver the highest quality of customer service to the users within service levels
- participate in the creation and ongoing maintenance of a knowledge base on technical issues

**What you need to succeed**
- experience with in-depth telephone troubleshooting
- Microsoft knowledge and experience in desktop and Office tool support
- ability to work under pressure
- availability to work any 8-hour shift during the hours of 07:00 to 17:00, Monday to Friday

**Nice-to-have**
- Experience with MS Dynamics CRM, Sharepoint, Azure services
- Experience creating documentation, training materials
- End user training experience
- recent work experience in an information technology service desk, operational environment
- familiarity with Information Technology Infrastructure Library (ITIL)
- professional designation, such as Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Professional (MCP), A+

**Your education and experience**
The position requires a college diploma or university degree in a technology-related field and a minimum of one year of relevant IT experience or an equivalent combination of education and experience may be considered

**What you need to know**
- Language requirement: English and French essential (bilingual) with a minimum starting level of functional (level 4) in second official language. Training may be provided to help reach the required level of fully functional (level 5) in second official language.
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Be eligible to obtain Reliability
- Relocation assistance may be provided, if required
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

**Hybrid Work Model **#LI-Hybrid**

The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a substantial part of each month as part of the Bank's hybrid work model, and they are expected on site at the Bank location a minimum of eight days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.

**What you can expect from us**
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider.
- Salaries are based on qualifications and experience and typically range from $66,000 to $77,645 (job grade 14)
- The Bank offers an incentive for successfully meeting expectations at 5 to 7% of your base salary. The Bank offers performance pay for those who exceed expectations (10% of your base salary).. Exceptional performers who far exceed expectations may

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