IT Service Desk Specialist

Business Support Coordinator II ( IT Service Desk Specialist)
(

Location:

Hybrid
- Toronto)
Empire Life is looking to hire a Business Support Coordinator to join our IT Services team! In this vital role, you will be guided by established procedures and work under the moderate supervision of the Manager, Business Support Centre, directly contributing to the smooth and efficient operation of all business units across the company.
The total target compensation (TTC) range, including salary and target bonus, is $55,968 - $84,800. This TTC range is applicable to permanent roles only; fixed-term contract and casual roles are not eligible for annual bonus and would receive only the base salary component.
Why pursue this opportunity    Our mission -  Provide expertise and intelligent solutions to help Canadians navigate life with confidence.
Play an integral role  - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.
Deliver excellence -  provide a personal, accurate, professional, and courteous service and resolution to our customers.
What you’ll be working on   Ensure that established customer service standards are met and/or exceeded
Provide first contact support in the use of standard software for end user reporting and information retrieval
Provide first contact resolution of reported system problems; identify the nature of the problem; assign to the appropriate area or resource for resolution and track progress through to problem resolution; deliver clear explanations and recommendations on performing both simple and complex tasks
Collect, organize and document all problems and solutions in the service desk tracking system
Install, configure, test, maintain, monitor and troubleshoot end-user workstation and related hardware and software issues and deliver optimal desktop service levels
Provide support and technical services for office moves
Collaborate with the administrator of End User Computing on technology roll outs
Identify, communicate, monitor and report on problems; develop, implement, and/or participate in the documentation of the shared knowledge base for future problem resolution; make recommendations for improvements
Facilitate problem escalations by providing thorough identification, tracking, communication, monitoring, resolution and reporting
Collaborate with other team members in response development; provide statistics for management review, business planning and decision making
Implement process changes that maximize efficiency
Develop and deliver training to team members to assist them in understanding and enhancing the use of Empire Life specific technology
Prepare and maintain administration documentation including equipment inventory software licensing and system availability statistics for computer and network equipment
What we’re looking for you to have   3+ years work experience providing 2nd level technical support
Extensive knowledge of trouble-shooting practices and techniques
Extensive knowledge client-server technologies, networking, telecommunications and telephony
Extensive knowledge of word processing, spreadsheet, email, internet and database computer software
Networking knowledge is an asset
Jira Service Desk administration experience considered an asset
Google workspace and Google Meet Hardware experience considered an asset

Experience with KACE Systems management appliance and scripting methodologies considered an asset
Power BI reporting and Powershell scripting knowledge considered an asset
Ability to organize and balance multiple tasks and projects
May be required to work overtime in order to support service requirements
If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.
Our hiring process includes keywords-based AI screening for minimum qualifications. Recruiters review all results.
Beyond the salary  For permanent full-time positions, Empire Life offers a comprehensive total rewards package that includes:
Competitive salaries with annual pay increases
Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions
A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, disability, health and dental and a generous health account
Flexible work arrangements and an annual allotment of personal health days.
Four weeks annual vacation from hire date
A defined contribution pension plan with generous employer matching
Top up programs for parental leave and compassionate leave
Employer-sponsored wellness and recognition programs
A cash employee referral program
To learn more about working at Empire Life, visit
Get to know us  Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an…