Senior Service Desk Analyst

Let us introduce ourselves. With 300 employees across Canada, ivari is a company that’s making a difference in the world of life insurance. How? By finding and hiring employees who are passionate about helping people protect their families, and by giving them the best, most supportive workplace possible.

ivari is part of Sagicor Financial Corporation, a leading financial services provider based in the Caribbean, with a strong presence in North America. We offer a wide range of products and services, including life and health insurance, annuities, pension administration and investment services.

At ivari, everyone is welcome! It is our mission to attract, develop, and retain a workforce that is as diverse as the customers we serve and the communities in which we do business. We offer an inclusive and accessible work environment where all employees and customers feel valued, respected, and supported.

As a Senior Service Desk Administrator at ivari you will be responsible for analysis and resolution of Information Technology service requests (including Incidents, Problems, Service Requests, Work Requests); supporting desktop updates and patches; asset management and deployment; problem solving and troubleshooting and; customer service. Your key responsibility is ensuring operational requirements for Information Technology are maintained and supporting our internal customers by restoring any disrupted services as efficiently as possible.

In this role you will:

• Ensure strict adherence to ticket management protocols, including effective communication, compliance with service level objectives (SLOs), and thorough documentation.
• Coordinate with vendors as required.
• Provide professional customer service to support the business and Information Technology which includes contributing to the improvement of cross functional communication and team synergies.
• Provide Executive communication and White Glove service
• Provide IT support to employees via in-office and remote support through Fresh service ticketing system
• Require travel between our Head Office and Downtown office for onsite support
• Analyze issues, set priorities, and troubleshoot system/hardware/software problems.
• Develop and maintain comprehensive Key Performance Indicator (KPI) reports to monitor service desk performance and operational efficiency.
• Analyze data to identify trends and recommend opportunities for process improvement.
• Serve as an escalation point for junior technicians, mentoring and teaching them to develop their skill
• “Maintain the Base” in an efficient and effective manner
• Build and document Information Technology service management process improvements and solutions.
• Identify and escalate situations requiring urgent attention
• Updates Knowledgebase articles in Fresh service and other content for IT and general users

• A candidate with a College Diploma or University Degree in Computer Science or related field
  • ITIL certification preferred
• Minimum 4-year experience within an Intermediate Service Desk position
• Demonstrable knowledge of Microsoft client technologies specific to the installation and maintenance of the OS and application integration.
• Strong Microsoft productivity application knowledge and experience, including O365
• Strong knowledge of all client hardware technologies
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly
• Ability to present ideas in a user-friendly language.
• Ability to communicate effectively with all levels and the ability to build relationships with internal staff and management.
• Ability to install, configure, upgrade, maintain and support desktops, laptops and other mobile devices
• Proven analytical and problem‑solving abilities
• Ability to effectively prioritize and execute tasks in a high‑pressure environment
• Experience with Microsoft Intune, Power Apps and Microsoft Teams Telephony
  • Proven proficiency with Microsoft Windows 11
• Ability to prioritize the incoming tickets and calls from users
• Thrives in a fast‑paced environment
• Experience in administering Enterprise Service Management software like Fresh service or…