Service Desk Technician

Who We Are With every job, there’s always the question of “why”. Why join a company? Why be part of their mission? Here, the why is easy. It’s because at some point, we’ve all needed someone there for us. At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that's why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service. What You’ll Do: The service desk technician is responsible for handling incoming requests from system users for technological assistance by assessing problems and assigning tasks to appropriate technical staff. Reporting to the Service Desk Assistant Manager, the core parts of your role will be to: Respond to, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies. Interview user to collect information and investigates the source of the incident(s). Reviews actions taken by user. Assess cause of incident determining whether it is related to hardware, software, cabling, telephones, etc., and resolves the incident. Escalate all other incidents to second-level technicians as required. Identify, research, isolate and escalate (when necessary) incidents to assist in resolution of network and hardware problems. Follows up to ensure resolution and communicating to appropriate parties, as required. Use a service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation. Prioritize, and categorize user problems and distributes workload to other technical staff, as required. Prepare help desk incident reports and various standard statistical reports, as required. Ensure all tickets are adequately documented on closure Strive for first call resolution with issues including but not limited to password resets, spam quarantine release, Microsoft Office, E-mail, voicemail, auto attendant, Web Hosting, and browser configurations Analyze and evaluate incident reports and offers recommendations to users and managers to reduce help-line incident rates. Consult with technical staff and provides information regarding recurring software, hardware and user-related incidents. Liaise with software and hardware vendors, requesting and tracking service as required. Commit to timelines and act as a liaison between information technology services and users. Maintain quality of service and keeps information confidential to protect operations. Perform other duties within competence, as assigned. Let’s Talk About You: This is the unique blend of skills and experience we would love to see in an ideal candidate: A college diploma in computer science or a related subject. Advanced knowledge of personal computers and Microsoft Office systems including M365. A minimum of three years’ experience as a service desk technician or in a related technical field. General knowledge of network management. The demonstrated ability to use innovative methods to provide outstanding service in an accurate and efficient manner. The demonstrated ability to effectively communicate technical subject matter to end users. Superior time management and organizational skills to manage competing priorities, including project management skills. The ability to communicate in French is considered an asset. We also consider your potential. If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit. Salary Range: This position offers a competitive salary within a range from $52,454 to $72, 096 along with rewarding bonuses that recognize your dedication. At the OTIP Group of Companies (OGC), we value transparency and take multiple factors into account when determining your starting salary, including your skills, experience, and alignment with the role as well as internal equity, while positioning you for continued growth and recognition over time. Some of the Perks We Offer: We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness support to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here: Defined benefit pension plan for a financially confident retirement 100% coverage of approved continuing education and licensing fees Access to a wealth of learning resources, including LinkedIn Learning for professional development Flexible work-from-home and hybrid options Unlock your potential with opportunities for advancement Let’s work together! If you are interested in this opportunity, please apply online. The OTIP Group of Companies (“OGC”) is a group of affiliated organizations operating under a shared purpose and values. OGC is comprised of Ontario Teachers Insurance Plan (OTIP), Curo Claims Services, and Orbit Insurance Services. Candidate communications may refer to OGC when referencing any of the affiliated organizations applied to. This recruitment process uses artificial intelligence tools to assist with screening and assessing applications. All hiring decisions include human review. OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities. As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique. We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

The technician handles incoming technical requests by assessing hardware, software, and networking problems for system users. They are responsible for logging incidents, escalating complex issues to second-level technicians, and striving for first-call resolution.

Candidates should have a college diploma in computer science and at least three years of experience as a service desk technician. Proficiency in Microsoft 365 and general network management knowledge are required.

• Defined Benefit Pension Plan • Continuing Education Coverage • Licensing Fees Coverage • LinkedIn Learning • Mental Wellness Support • Flexible Work-from-home Options • Hybrid Work Options

• Service à la clientèleSouhaitée
• Gestion de projetSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical Support
• Microsoft 365
• Network Management
• Incident Resolution
• Customer Service
• Time Management
• Organizational Skills
• Project Management
• French Language
• Hardware Troubleshooting
• Software Troubleshooting
• Service Management Database
• Statistical Reporting
• Voicemail
• Workplace Inclusivity
• Network Quality Of Service (QoS)
• Technical Subject Matter
• Information Gathering
• Research
• Assistive Technology
• Artificial Intelligence
• Textiles
• Communication
• Computer Science
• Information Technology
• Help Desk Support
• Incident Reporting
• Innovation
• Microsoft Office
• Operations
• Service Management
• Web Hosting Services

• Customer Service & Support
• Technology
• Software
• Service Desk Technician
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Formation minimale

Diplôme collégial

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine