IT Support Services Analyst

2 weeks ago

Toronto, Canada Foresters Financial Services, Inc. Full time

Career Opportunity

Role Title

IT Support Services Analyst

Purpose of role

In this role, the IT Support Services Analyst will assist, as required, the Team Leader IT Support Services and the IT Operations Manager in the governance of Non Standard Service Requests and continuously look for ways to improve the service to Foresters end users while ensuring integration and resulting in effective client service provider relationships across multiple internal and external providers.

Regular process improvement along with cost effective innovation will be required to enable synergy within IT Operations and other groups.

**Job Description**:
Key Responsibilities

Primarily the role will support the PC refresh program, Inventory Management, Mobility services, Conferencing systems and IT operations procurement as well as various other IT Support services:

- Prime the 'Evergreen' PC Refresh program at Foresters Financial including inventory management and deployment schedules of new devices to ensure a continues refresh of end user devices is taking place throughout the year
- Maintain an inventory system for all PCs and other peripherals in the Foresters environment
- Assist the Team Leader - IT Support Services in ensuring Outsourced Vendor’s Capacity, Change, Incident & Problem Management functions are delivered
- Oversee and Provide end user VIP support for our Board of Directors and Foresters Executives
- Support the Telepresence video conference system as well as support to conference centers
- Point of contact for the provisioning and support of Foresters mobility services as it relates to requesting upgrades, maintenance of mobile device inventory and verification of monthly invoices
- Monitor the Managed Infrastructure and Applications as required to validate the provisioning of these services against Service Level Objectives
- Review vendor Operational Service Level and Volumetric reports

Key Qualifications
- ITIL V3 Foundation Level Certified an asset
- Excellent time management skills ensuring incidents are resolved quickly, and in priority order
- Excellent verbal and written communication skills
- Very strong analytical and problem solving and an ability to translate technical requirements and specifications into easily understood business concepts
- Able to administer enterprise solutions (mobile devices, Wi-Fi, network monitoring, BES, SharePoint, Symantec Endpoint Security, UAG etc)
- The ability to interact successfully with all levels of the customer and IT provider organization
- Ability to perform well under pressure and must be extremely customer focused
- General understanding of the issues, challenges and opportunities facing the insurance, financial services, fraternal and information technology industries

LI-Hybrid

Equal Opportunity Employment and Inclusion
- _at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves._
- _
- in advance of your appointment._

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