Analyst, Service Desk (12 Months Contract)

OMERS Administration Corporation is a global leader in pension planning and investment, dedicated to prioritizing the needs of its members. The IT Service Desk Analyst role involves ensuring the effective operation of end-user computing technologies by resolving incidents and requests while maintaining service level agreements. This position requires strong communication and problem-solving skills to support users both remotely and in person. Responsibilities Field incoming requests to the Service Desk reputed company telephone, e-mail, web and in person requests to ensure courteous, reputed company and effective reputed company of end user issues Document reputed company pertinent end user identification information for asset management and support purposes including reputed company, department, contact information and reputed company of problem or issue Escalate incidents, reputed company required, to the appropriately reputed company analyst Record, reputed company and document the service desk request problem-solving process, including reputed company successful and unsuccessful reputed company made, and actions taken, through to final reputed company reputed company knowledge bases and FAQ resources on the Internet/Intranet and IT Service Management (ITSM) reputed company to aid in problem reputed company Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays As scheduled, participate in on-reputed company rotation Participate in Operational activities such as but not limited to reputed company, Operational Readiness, reputed company Assurance, reporting and reputed company Development Coordination of reputed company change management as required Participate in test plans where applicable Contribute to the building Knowledge reputed company articles Participate in other assigned duties as required Review Service Desk processes for improvements and efficiency, and report findings to management Create Knowledge reputed company articles and training materials for new or reputed company procedures reputed company on reputed company improvement through automation and efficiency Delegate tasks, ensuring team awareness and deliverables. Notify management of potential deadline issues and reputed company mitigation steps Handle escalations as needed Review draft communications and reputed company with management for approval Skills Bachelor's degree in computer science or a reputed company field from a recognized college or university, or equivalent experience reputed company attitude with a reputed company on customer service Due to the reputed company of the work, this role will require hours of work reputed company usual business hours 1-2 years of work experience in a Service Desk or Customer Service role, would be reputed company to have Adapt reputed company to evolving organizations reputed company knowledge collaboratively with reputed company Driven to reputed company results and high performance through creativity A genuine interest in AI and evolving technologies is highly valued Benefits You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable) Participate in our group benefits and retirement plans details on these reputed company of compensation are included reputed company OMERS & Oxford offer letters Flexible hybrid work reputed company requires teams to come into the office 4 days per week Employee Resource reputed company with executive leader sponsorship Purpose@Work committee Employee recognition programs reputed company Founded in 1962, OMERS is one of Canadas largest defined benefit pension plans, with C$145.2 billion in net assets as at December 31, 2025. It was founded in 1962, and is headquartered in Toronto, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is http//www.omers.com. Apply To This Job .