Service Desk Analyst - l

Posted Friday, July 31, 2026 at 4:00 AM | Expires Monday, August 10, 2026 at 3:59 AM

About Portage Mutual:
Where Your Talent Makes a Difference

Imagine a workplace where your contributions are not only valued but also directly impact the lives of Canadians. At Portage Mutual Insurance, we're more than just a trusted national property and casualty insurer-we're a community of passionate individuals dedicated to serving our policyholders since 1884. Owned by our policyholders, we proudly offer competitive home, auto, commercial, and farm insurance products 100% through our broker network across Canada.

Join a company rooted in tradition, driven by innovation, and powered by a people-first culture.

Why Portage Mutual?

At Portage Mutual, we believe that our people are our greatest asset. Here, you'll find:

• Total Rewards :
  We care about your well-being and financial security. That's why we offer a competitive salary, incentive plan, comprehensive health benefits, a pension plan and generous paid time off, including personal days.
• Career Growth & Development :
  Propel your career forward with access to diverse learning resources, tuition reimbursement for relevant programs, and bonuses recognizing your achievements in pursuing insurance designations.
• Flexibility :
  We support work-life integration by offering a flexible environment where you can choose to live wherever you prefer in Canada. Enjoy the freedom to select remote, in-office, and hybrid work arrangements that best suit your lifestyle.
• Inclusivity and Belonging :
  Be a part of a supportive and diverse team that embraces your unique perspective and empowers you to succeed. We're dedicated to creating a workplace where every employee feels welcomed, valued and respected.
• Making a Difference :
  Find purpose in your career by aligning with an organization that shares your values and is committed to making a difference in the communities we serve.

The Opportunity:

Service Desk Analyst - I

As a Service Desk Analyst, you'll play a crucial role in supporting our internal and external business customers by:

• Assisting internal and external business customers resolve issues with PMIC's systems, computer hardware, and software.
• Responding to customer inquiries or service requests, assesses problems and incidents with IT equipment, applications, and services , and help resolve these issues or requests in a courteous and timely manner.
• Having a proactive mindset and will research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors.

We're looking for a technical problem-solving and collaborative team player who embodies our company values and is committed to providing top-notch service.

What You'll Do:

• Provide Tier 1 support for end-user service and system inquiries and issues.
• Efficiently log and process incoming queries, service requests, and incident reports from the end-user, either by email, phone, or our service desk portal.
• Take detailed notes, determine steps to resolution, and manage the flow of incoming requests.
• Maintain and monitor incident/service requests in our ITSM tool (JIRA) while responding to issues in a courteous, timely, and appropriate manner.
• Troubleshoot issues and help determine business priority and severity, and elevate advanced incidents/service requests/problems to Tier 2 or Tier 3 support when required.
• Identify underlying causes of incidents, develop and support workarounds and final solution for known errors/defects to prevent recurrences.
• Create, edit, and maintain IT documentation. This includes common issues or service request FAQs, departmental best practices and processes documentation, as well as notices or self-help documents to distribute throughout the organization.

What You'll Bring:

• 1-3 years experience in an end user support role.
• General Insurance Essentials (GIE) is required or willingness to work towards.
• College Diploma or University Degree in the field of Computers, Technology or Business, or equivalent combination of education and experience.
• ITIL certification complete or willingness to work towards.
• Demonstrate exceptional computer skills; including Microsoft Office Suite (Word, Excel and PowerPoint), as well as Office 365.
• Experience with Windows operating systems (7 and 10), Apple and Android devices, tablets, etc.
• Have the ability to train non-technical users on various technology solutions.
• Detail oriented, analytical and inquisitive.
• Demonstrated commitment to service excellence.
• Basic knowledge of generating process documentation.
• Ability to work independently and collaborate effectively in a team environment is required .

This position will mostly be in-office based in Winnipeg, Manitoba with potential opportunity for some hybrid flexibility.

The targeted pay range for this position in the following location is:

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