Service Desk and Operations Expert

6 days ago


Ottawa, Ontario, Canada Haventree Bank Full time

About Haventree Bank

Haventree Bank is a mission-driven alternative mortgage lender that exists to provide financial security and upward mobility for Canadians who are underserved by the traditional financial system. We are headquartered in Toronto, Ontario, and have a team of experts dedicated to helping our customers achieve their goals.

Job Description

We are seeking a highly skilled Service Desk & Operations Specialist to join our team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees and ensuring that our computer systems and applications are running smoothly.

Main Responsibilities

  1. Computer and Applications Support: Provide timely and effective support for approximately 230 employees, including PCs, business applications, printers, security systems, and meeting rooms.
  2. Integration and Collaboration: Work closely with infrastructure administrators and team leads to integrate third-party apps and in-house applications, including Salesforce, Microsoft Office 365, and other relevant tools.
  3. Internal Business Support: Provide support for internal business operations and work as a single point of contact (SPOC) to coordinate resolution of DTC-related tickets with internal IT teams.
  4. Device Support: Experience in providing support for devices operating on both iOS and Android platforms, ensuring seamless functionality and user satisfaction.
  5. Audit and Compliance: Proficient in collaborating with audit teams and providing well-documented supporting evidence to ensure compliance and accuracy in evaluations.
  6. Process Improvement: Identify gaps in the Helpdesk area, initiate and implement process improvements, and perform cleanup activities independently, as well as take on and support ongoing company IT projects in collaboration with multiple departments and users.
  7. AV and Meeting Room Technologies: Implement and support the latest AV, boardroom, and meeting room technologies using MS Teams and state-of-the-art audiovisual systems/equipment such as Polycom.
  8. Phone System and Contact Center: Coordinate/manage all activities related to our phone system and contact center solution implementation, and provide ongoing support.
  9. User Support Documentation: Create documentation for user support and train junior staff, peers, and users to provide better technical support to the end-users.
  10. Inventory Management: Maintain inventory/asset tracking system and asset tag management process.
  11. Asset Procurement: Procure, deploy, and manage shipment of desktops, laptops, and cell phones.
  12. Operating System Support: Provide support and technical expertise on Windows 10/11 and macOS based machines.
  13. Application Support: Troubleshoot and support the Microsoft Office 365 application suite and various other applications.
  14. Vendor Management: Manage suppliers and vendors relationships and negotiate on pricing as necessary.
  15. Leadership: A self-starter who identifies technology gaps in the Desktop support/facilities area and able to lead mini-projects for improvement independently.
  16. Team Leadership: Stay consistent, positive, and have a go-getter attitude with the ability to work with minimal or no supervision, and the ability to lead the existing Helpdesk staff.
  17. Disaster Recovery: Participate in disaster recovery/business continuity and year-end processing activities as required.

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