IT Service Desk Analyst

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

IT Service Desk Analyst

Location(s):  Toronto Canada - 30 Adelaide Street East

Get To Know Us:

SS&C is leading the way.  We continue to look for today's and tomorrow's brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to reach out and apply to our welcoming and inclusive environment.

SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, integrity, and innovation to name a few.  We are a fast-paced environment, who promote flexibility, authenticity and offer a hybrid working model to ensure employees can manage their day and meet both work and personal commitments.

Why You Will Love It Here

• Flexibility: Hybrid Work Model & a Business Casual Dress Code, including jeans
• Your Future: RRSP Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands-On, Team-Customized, including SS&C Learning Institute
• Extra Perks: Discounts on fitness clubs, travel and more
• Wide-Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees

What You Will Get To Do:

• SS&C is looking for an IT Service Desk Analyst to serve as first point of contact for incidents, service requests and user access requests for external Clients, TA Operations Team and Internal users.
• Handle inbound telephone and email inquiries for the core Transfer Agency and surrounding IT systems.
• Provide Service Desk Level 1 support within scope of Service Desk responsibilities.
• The incumbent serves as the face of SS&C IT providing a high standard of customer service to the external client/end user community to help ensure communication, professionalism and timeliness of information create a positive client experience.
• Conduct the initial triage, verify client/business priority and escalate to the applicable team when appropriate following our Incident Management Process.
• Ability to multi task and prioritize requests based on urgency and scope of the issue.
• Route tickets to the appropriate IT teams and coordinate internal communications for high priority issues (ie Service Alerts).
• Communicate updates between users/business teams and IT teams to assist with a timely and effective resolution.
• Effectively monitor Service Desk ticket queues and action/route incidents, service requests and user access requests as needed.
• The successful applicant will be required to work within a global team structure and to deliver a high valued service and service improvements that will benefit the global business community.
• They will play an active role in all the internal and external Audit related to Service Desk and User Access

What You Will Bring:

• Working knowledge/understanding and experience of user access administration in Active Directory environments
• Working knowledge/understanding and experience of ticket tracking system(s); ServiceNow is an asset.
• Working knowledge of MS Office Products – MS Word, Excel, Powerpoint
• Detail-oriented, with the ability to probe and ask questions to clarify understanding, seeking clarity when necessary.
• Good research and information gathering skills
• Previous experience providing client support in the financial services industry and/or a service-oriented environment preferred
• Technically proficient in troubleshooting client software and other related product

We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation. SS&C Technologies Canada Corp. fosters a positive, equitable and progressive workforce and is committed to accommodating applicants with disabilities throughout the hiring process. We will work with applicants requesting accommodation at any stage of this process. If you require any accommodation during the application and hiring process, please contact: phone calls or email applications please. We thank all candidates for their interest, but only those under consideration will be contacted.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.