Job Description

Company Description
Who We Are With every job, there\'s always the question of \xe2\x80\x9cwhy\xe2\x80\x9d. Why join a company? Why be part of their mission? Here, the why is easy. It\'s because at some point, we\'ve all needed someone there for us. At the OTIP Group of Companies (OGC), we believe that something special happens when employees feel valued for the work they do, supported as the people they are, and included in the very fabric of the organization: they bring their best to work every day. And that\'s why we mean it when we say we put our people at the centre of everything we do. Join us as we grow our way into a future that reimagines what it means to deliver meaningful benefits support and service.
What You\'ll Do: Reporting to the Assistant Manager, Service Desk, you\'ll be responsible for the analysis of current service desk processes and the documentation of these processes. The core parts of your role will be to:

• Interviewing users to collect information and investigate the source of incident(s). Reviewing actions taken by user, assessing cause of incident, whether it is related to hardware, software, cabling or telephones, and resolves the incident, escalating all other incidents to second level technicians as required.
• Responding to, evaluating and prioritizing incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Identifying, researching, isolating and escalating incidents and problems to assist in resolution of network and hardware problems, following up to ensure resolution and communicating action taken to appropriate parties as required.
• Using a service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.
• Striving for first call resolution with issues including but not limited to password resets, spam quarantine release, Microsoft Office, email, voicemail, auto attendant, Web Hosting, and browser configurations.

Qualifications
Let\'s Talk About You: This is the unique blend of skills and experience we would love to see in an ideal candidate:

• A college diploma in computer science or a related subject.
• An MCSE designation or working towards completion.
• A minimum of one year experience as a service desk technician or in a related technical field.
• Advanced knowledge of Microsoft Office Product Suite.
• Superior time management and organizational skills to manage competing priorities, including project management skills.
• The demonstrated ability to effectively communicate technical subject matter to end users.

We also consider your potential. If you know you have what it takes to do the job, but your experience doesn\'t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.
Additional Information
Some of the Perks We Offer: We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you\'ll love working here:

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Let\'s work together! If you are interested in this opportunity, please apply online. OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities. As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique. We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted. #LI-Hybrid