Service Desk Specialist

At , we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by:

Putting people first and building relationships with intention

Seeking out and embracing new ideas

Believing that how we do things is as important as what we do

Service Desk Specialist

12 months term

Role Specifications

Everyday flexibility. Hybrid work environments. Collaborative connection.

CWB Corporate

Put a new spin on your banking career

The overwhelming majority of our employees say CWB is a Great Place to Work

We’re different from the big banks in the way we engage our employees - caring, responsive, and armed with an obsession for growing talent. Our reputation is powered by a people first culture that ensures our employees be and feel heard, promotes inclusivity and diverse viewpoints, and inspires collaboration and innovation.

Our employees love CWB. You’ll love it here too.

The opportunity

The Service Desk Analyst delivers high quality technical support and customer service to internal stakeholders across CWB Financial Group, ensuring their IT-related issues are resolved promptly and effectively. By managing and resolving Incidents, processing Service Requests, and providing expert guidance, they aim to maintain high levels of user satisfaction and operational efficiency, enabling seamless and productive use of technology within the organization.

Specific Accountabilities

Accountability #1 – Client Support

Incident Management

Logging, categorizing, and prioritizing Incidents reported by Client Partners.

Diagnosing and resolving technical issues and/or updating client partners within agreed time frames.

Triaging unresolved incidents to appropriate support teams.

Service Request Management

Fulfilling Service Requests such as access provisioning, access deprovisioning, software installs, etc.

Ensuring Service Requests are fulfilled and communicated within established timelines.

Communication

Receive and process contacts from Client Partners through various methods: phone, self-serve, email, chat, etc.

Keeping Client Partners informed about the status and progress of their Incidents and Service Requests.

Interpreting and translating customer concerns and requests for IS teams and technical outcomes into laymen speak for Client Partners.

Providing clear and concise instructions to users for troubleshooting and resolving issues.

Initiating and communicating updates to Major Incidents to IS and/or Client Partners.

Documentation

Maintaining accurate records of Incidents, Service Requests, and outcomes in ServiceNow

Creating and updating knowledge base articles, intranet pages and support documentation.

Problem Management Support

Identifying and documenting recurring issues within Problem Management for root cause investigation.

Assisting in the investigation and analysis of underlying problems.

User Training and Support

Educating Client Partners on best practices for using IT systems and software.

Compliance and Security

Adhering to IS policies, procedures and security protocols.

Ensuring compliance with data protection and privacy regulations.

Customer Service

Delivering excellence customer service and maintaining a professional demeanor.

Ensuring user satisfaction and addressing any concerns or complaints.

Accountability 2 – Process Development and Improvement

Continuous Improvement

Recommend improvements to existing processes and procedures to increased efficiencies, improve turn-around time of Client Partner contacts or prevent Incidents.

Participate in process improvement initiatives.

Provide feedback on tools, processes and procedures to enhance service quality.

Learn and support new or changing services transitioned to operations.

Accountability #3 – People

Inspire trust by being open, honest and direct in communication meeting commitments and behaving ethically in all dealings

Treat all stakeholders with professionalism, dignity and respect and support an environment where people can contribute and excel

Demonstrate strong interpersonal skills that contribute to working effectively in a diverse working environment

Accept responsibility and accountability for actions and results

Make decisions guided by common sense and sound business judgement

Prepare and regularly review annual goals and career development plan with manager/supervisor

Promote cooperation and commitment within the CWB Group towards the attainment of common goals enabling productive group interactions.

Skills and competencies that will take you further

Professional Knowledge (Education & Technical Knowledge)

University Degree\Community College diploma in Information Technology and/or Business Administration.

ITIL Foundations Certificate considered an asset.

Professional Experience (Practical Experience)

1+ years of IS/IT work experience and related study in a client service or service desk environment, with an understanding of the various functions of an IT department.

Experience with ITSM tools, Microsoft Entra ID (Azure Active Directory), Microsoft 365 Administration, Microsoft System Center Configuration Manager (SCCM), Citrix, and VPN.

Professional Competencies

Ability to prioritize and manage a large number of tasks simultaneously.

Excellent written and oral communication skills to communicate with both technical and business team members/stakeholders.

Strong focus on customer service with a patient, positive and customer friendly attitude.

Ability to understand and accurately interpret the meaning, purpose impact and urgency of issues and requests reported by Client Partners

Ability to remain calm in high-pressure situations and deescalate.

Strong analytical and problem-solving skills.

Why work with us?

Your success is our obsession! And our award-winning culture & benefits back it up.

Proudly recognized by Great Place to Work in 2023 as one of Canada’s top 50 Best Workplaces & recipient of Waterston Human Capital’s Most Admired Corporate Culture 2023.

Wellness matters. We offer an award-winning benefits package that includes:

Hybrid work environments

Everyday flexibility

Generous company-funded health coverage

Health care spending account

A flexible wellness program

generous time-away options to unplug, rest & recover

Career development. We commit to our employees’ development and help them reach their professional goals with:

Organization wide coaching services

Mentorship

Education support & training programs

Bring your whole self to work. Inclusion is a journey requiring practice & experience to result in a powerful outcome. Your perspective matters & voice will be heard. Find community within the CWB family in our employee represented groups.

#LI-EH1

IND-EH

As an equitable employer, CWB Financial Group is committed to providing a safe and where a diverse workforce thrives. You are welcomed and encouraged to bring your whole self to work. Dignity, respect and equality are non-negotiables. If you require during any part of the recruitment or selection process, please reach out.

Closing Date:

• Position closes at 12:01am on the close date identified below. 07/1/2024