End User Support Specialist

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so. The End User Support Specialist is responsible to provide technology-related support and problem resolution to all employees of CI Financial and its subsidiaries, including Assante and Stonegate financial advisors and branch staff. This individual will support the user's incidents and requests promptly while maintaining a high standard of quality and service. They must work as a member of the team to support one another in brainstorming solutions and may be asked to mentor peers, assist in onboarding new employees, and develop and maintain knowledge articles for the team. WHAT YOU WILL DO - Strive for resolution at first contact with mínimal hand-offs as required - Provide face-to-face service for customers as required on-site at corporate office locations in the Greater Toronto Area - Deliver a high standard of customer services based on communication, professionalism, timeliness and accuracy of technical information provided - Log requests, follow up on outstanding items and provide instructions and status updates to users in a clear, professional manner (written and verbal) - Investigate and resolve issues using internal resources as well as conducting research from sources publicly available - Determine the scope of user issues and escalate to the applicable team when appropriate following our Incident Management Process - Prioritize and manage multiple requests based on urgency and scope of the issue - Assist other teams with desk moves and deployments - Work as a team and help determine the scope of user issues and escalate to applicable team or manager when appropriate - Monitor queues and maintain service levels and wait times - Maintain and promote within the team a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided - May be asked to assist in handling call escalations from customers when appropriate and escalate to management when necessary - May be asked to serve as an escalation and consultation point for other End User Support Specialists on the team - Draft, edit, review and approve internal notifications - Maintain team knowledge base, ensure internal resources about processes, systems and devices used by the company are up to date - Represent Service desk and attend meetings when delegated to do so - Assist with recording metrics and tracking the performance of the team - Coordination of the ITS "Did You Know" newsletter, ensuring that an edition with a relevant topic is sent out at regularly scheduled intervals. - Assist Service Desk manager with onboarding and training of new hires - Assist in planning, development, review and indexing of new materials and programs for training - Maintain knowledge and help keep internal resources about our Services and Applications up to date - Share knowledge to the team as it becomes available using the appropriate tools CI Financial is an independent company offering global wealth management and asset management advisory services through diverse financial services firms. Since 1965, we have consistently anticipated and responded to the changing needs of investors. We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice. Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential. Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI. WHAT WE OFFER- Modern HQ location within walking distance from Union Station- Flexible & Hybrid Work Program- Equipment Purchase Program- Training Reimbursement- Paid Professional Designations- Employee Share Purchase Program (ESPP)- Corporate Discount Program- Enhanced group benefits- Parental Leave Top-up program- Fitness membership discounts- Volunteer paid Days- Complimentary vending machines