IT Junior Service Support Desk Analyst

**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 Description
- Jr. Service Support Desk Analyst**

**Division**: Information Technology

**Reporting to**: Manager, Support Services

**Career Level**: Student

**Pay Type**: Hourly

**Job Overview**

The Junior 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**

**_ In the role, you will..._**
- Meticulously 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 tickets through ServiceNow and escalate as needed
- Efficiently use FAQ resources, knowledge bases, diagnostic utilities and vendor updates when solving a complex problem
- Enjoy staying 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
- Diligently reinforce service level agreements to manage end-user expectations
- Communicate in a fashion that is respectful and well understood
- Build and utilize working relationships with internal business partners across the organization and external contacts
- 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**:
**_ Within your skills and qualifications, you will..._**
- Be pursuing a post-secondary Degree or Diploma in the field of computer science, information systems or related field
- Have exposure to technical support including but not limited to facilitating testing, trouble-shooting, call logging and escalation
- Enjoy a challenge when it comes to technical issues and be resourceful in the way you find a solution
- Have knowledge of network and PC operating systems, including Windows Server and VMware ESXi;
- 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 nimble and a organized multi-tasker that thrives in a fast pace, high volume and changing environment
- 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

**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 coming to work.

FirstOntario is proud and privileged to be able to assist and touch the lives of so many in our communities.
- We believe giving back to our communities helps everyone.
- We believe in volunteering, active community support and participation.
- We believe in investing our profits back into the credit union and the community.
- We believe in finding solutions to help our Members and communities.

If this sparks your interest and you demonstrate high levels of integrity and credibility, we should talk. Check out our website for the full job description and prepare your cover letter and resume listing your experience, qualifications, and submit it online through our careers page on the company website.

We appreciate all who express interest; however, only those selected for an interview will be contacted. No phone calls please.
- FirstOntario Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process._