Analyst- Service Desk

4 weeks ago

Winnipeg, Canada Western Financial Group Full time

**Truthfulness | Fairness | Value | Loyalty**

As one of Canada's largest insurance providers, Western has more than 220 locations across Canada. With over 2,100 team members, our actions are anchored in our Guiding Principles, Truthfulness, Fairness, Value, and Loyalty. We take care to deliver the right insurance solution every time so our customers can live confidently.

**Service Desk Analyst**

Reporting to the Team Leader, User experience, the Service Desk Analyst I will be responsible for providing front-line support to end users to fulfill requests, resolve issues and restore services.

**Here is what a typical day looks like**
- Provide first contact support for incidents and requests from end users
- Prioritize, service, and complete incoming service tickets in a timely manner
- Document end user incident and request details in tracking software
- Provide applicable guidance to resolve end user incidents and requests within a standardized timeframe
- Respond to calls, tickets, chats and walk-up requests for technical support from internal business partners
- Escalate service tickets to impacted teams as required

**The value you bring**
- 1+ years of customer service experience in a high-volume environment
- Education in Computer Science or related Technology field, or equivalent combination of education and experience is an asset
- Organized and detailed orientated
- Ability to multi-task, plan and prioritize incoming requests
- Good working knowledge with computers and applicable tracking software
- Strong verbal and written communication skills

Hours: Full-time / 37.5 hour/week. Monday to Friday with requirement to work a rotating Saturday shift
Location: In office - Winnipeg, Manitoba
Requisition # 81433

**Salary**: $40,500 - $55,000

**What if I don’t meet every requirement?**

If you’re excited about the role but your experience doesn’t check every box - we still encourage you to apply. You may be the right person for this role - or we might have another that suits you even better

At Western, we are dedicated to building a diverse, inclusive, and authentic workplace in the communities we work and live in If you have questions or require accommodation, please reach out to us.

**Health and Wellness**

We take pride in providing programs that add value to our people’s lives - after all, they are our greatest asset. Eligible employees receive a competitive compensation package consisting of 3 weeks’ vacation, 14 wellness days, company matching investment and savings programs, and 100% employer-paid group benefits, including a health care spending account.

For over 20 years, supporting our local communities has been a part of everything we do - it’s engrained in our culture though the Western Financial Group Communities Foundation.

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