Service Support Desk Analyst

**Division**: Information Technology
**Reporting to**: Manager, Support Services
**Career Level**: Staff
**Pay Type**: Salaried

**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**
- Provide technical support to all computer business users and technology platforms for IT and issues via
- Document all pertanent 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
- Aassist with software releases & roll-outs and support the communication to end users
- Perform fixes at desktop level including but not limited to installing and upgrading software, installing
- 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