Service Desk Specialist

At

CWB

, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by:
- Putting people first and building relationships with intention- Seeking out and embracing new ideas- Believing that how we do things is as important as what we do

Service Desk Specialist

12 months term

Role Specifications

Everyday flexibility. Hybrid work environments. Collaborative connection.

CWB Corporate

Put a new _spin _on your banking career
- The overwhelming majority of our employees say CWB is a Great Place to Work®_

We’re different from the big banks in _the way_ we engage our employees - caring, responsive, and armed with an obsession for growing talent. Our reputation is powered by a people first culture that ensures our employees be and feel heard, promotes inclusivity and diverse viewpoints, and inspires collaboration and innovation.
- Our employees love CWB. You’ll love it here too._

The opportunity

The Service Desk Analyst delivers high quality technical support and customer service to internal stakeholders across CWB Financial Group, ensuring their IT-related issues are resolved promptly and effectively. By managing and resolving Incidents, processing Service Requests, and providing expert guidance, they aim to maintain high levels of user satisfaction and operational efficiency, enabling seamless and productive use of technology within the organization.

Specific Accountabilities

Accountability #1 - Client Support- Incident Management- Logging, categorizing, and prioritizing Incidents reported by Client Partners.-
- Diagnosing and resolving technical issues and/or updating client partners within agreed time frames.-
- Triaging unresolved incidents to appropriate support teams.-
- Service Request Management- Fulfilling Service Requests such as access provisioning, access deprovisioning, software installs, etc.-
- Ensuring Service Requests are fulfilled and communicated within established timelines.-
- Communication- Keeping Client Partners informed about the status and progress of their Incidents and Service Requests.-
- Interpreting and translating customer concerns and requests for IS teams and technical outcomes into laymen speak for Client Partners.-
- Providing clear and concise instructions to users for troubleshooting and resolving issues.-
- Initiating and communicating updates to Major Incidents to IS and/or Client Partners.-
- Documentation- Maintaining accurate records of Incidents, Service Requests, and outcomes in ServiceNow-
- Creating and updating knowledge base articles, intranet pages and support documentation.-
- Problem Management Support- Identifying and documenting recurring issues within Problem Management for root cause investigation.-
- Assisting in the investigation and analysis of underlying problems.-
- User Training and Support- Educating Client Partners on best practices for using IT systems and software.-
- Compliance and Security- Adhering to IS policies, procedures and security protocols.-
- Ensuring compliance with data protection and privacy regulations.-
- Customer Service- Delivering excellence customer service and maintaining a professional demeanor.-
- Ensuring user satisfaction and addressing any concerns or complaints.Accountability 2 - Process Development and Improvement- Continuous Improvement- Recommend improvements to existing processes and procedures to increased efficiencies, improve turn-around time of Client Partner contacts or prevent Incidents.-
- Participate in process improvement initiatives.-
- Provide feedback on tools, processes and procedures to enhance service quality.-
- Learn and support new or changing services transitioned to operations.

Accountability #3 - People- Inspire trust by being open, honest and direct in communication meeting commitments and behaving ethically in all dealings- Treat all stakeholders with professionalism, dignity and respect and support an environment where people can contribute and excel- Demonstrate strong interpersonal skills that contribute to working effectively in a diverse working environment- Accept responsibility and accountability for actions and results- Make decisions guided by common sense and sound business judgement- Prepare and regularly review annual goals and career development plan with manager/supervisor- Promote cooperation and commitment within the CWB Group towards the attainment of common goals enabling productive group interactions.

Skills and competencies that will take you further

Professional Knowledge (Education & Technical Knowledge)- University Degree\Community College diploma in Information Technology and/or Business Administration.- ITIL Foundations Certificate considered an asset.

Professional Experience (Practical Experience)- 1+ years of IS/IT work experience and related study in a client service or service desk environment, with an understanding of the various functions of an IT department.- Experience with ITSM tool