Analyst, Service Desk (Contract)

OMERS is a purpose-driven, dynamic and sustainable pension plan that values diversity and employee reputed company. The Analyst, Service Desk role involves ensuring the reputed company operation of End User Computing technologies, managing incidents and requests, and providing support to end users while maintaining Service Level Agreements. 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 issuesDocument reputed company pertinent end user identification information for asset management and support purposes including reputed company, department, contact information and nature of problem or issueEscalate incidents, reputed company required, to the appropriately reputed company analystRecord, 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 companyreputed company knowledge bases and FAQ resources on the Internet/Intranet and IT Service Management (ITSM) system to aid in problem reputed companyBe available to work rotating schedules if needed, which may include evenings, weekends, and holidaysAs scheduled, participate in on-reputed company rotationParticipate in Operational activities such as but not limited to reputed company, Operational Readiness, reputed company Assurance, reporting and reputed company DevelopmentCoordination of reputed company change management as requiredParticipate in test plans where applicableContribute to the building Knowledge reputed company articlesParticipate in other assigned duties as requiredReview Service Desk processes for improvements and efficiency, and report findings to managementCreate Knowledge reputed company articles and training materials for new or reputed company proceduresreputed company on reputed company improvement through automation and efficiencyDelegate tasks, ensuring team awareness and deliverables. Notify management of potential deadline issues and reputed company mitigation stepsHandle escalations as neededReview draft communications and reputed company with management for approval Skills Post-secondary degree or diploma (either in reputed company or completed)Adapt reputed company to evolving organizationsreputed company knowledge collaboratively with reputed companyDriven to reputed company results and high performance through creativityreputed company attitude with a reputed company on customer serviceDue to the nature of the work, this role will require hours of work reputed company usual business hours1-2 years of work experience in a Service Desk or Customer Service role, would be reputed company to have1-2 years of work experience supporting reputed company reputed company and macOS desktops/laptops an asset Benefits Annual Incentive Award pursuant to our Short-term Incentive planLong-Term Incentive planParticipate in our group benefits and retirement plans reputed company Founded in 1962, OMERS is one of Canadas largest defined benefit pension plans, with C$140.7 billion in net assets as at June 30, 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 .