Our current job postings

Service Desk Technician

  • Employer: iA Financial Group
  • Office: 988 Broadway West
  • Location: Vancouver, British Columbia
  • Other Possible Location(s): Montreal, Quebec
  • Job category: Information Technology
  • Job ID: JR10013558
  • Job type: Permanent Job Full time
  • Apply before: 2022-06-30

Description

The Service Desk Technician is accountable to the Manager, IT Services, but takes work direction from Service Desk Team Lead. The incumbent has no assigned subordinates.

KEY ACTIVITIES

Service Desk Level 1 (90%)

  • Logs support calls (voice, email and walk up) in ticketing system
  • Takes ownership of issues and ensures customer satisfaction
  • Provides support and guidance to end users in the use of IA’s PC and telecommunication services 
  • Actively involved in diagnosing and resolving end-user problems in a timely fashion through problem identification, isolation and resolution
  • Assigns more complex problems to 2nd Level support for advanced solutions
  • Identifies efficiencies to make IA’s PC environment easy to use, manage and support.
  • Recommends system or process changes to reduce client issues

Other Duties as assigned (10%)

  • Liaison with external vendors and suppliers
  • Liaison with colleagues in other IA Group offices, e.g. Toronto, Quebec, Scottsdale
  • Will be required to provide backup to the Vancouver operations staff. This will require learning the Vancouver operational process and being prepared to step in at short notice
  • From time to time will be required to assist other team members meet project target dates and workloads
  • Remains informed of new developments and Industry standards

PROFILE AND SKILLS

  • High School with 2 years of post secondary education
  • Relevant Technical Diploma Program or equivalent training
  • 1-2 years of Service Desk Support experience preferably in a client /server environment with >100 users
  • Good knowledge of and experience with PC hardware and peripherals, Microsoft Windows 10 Operating Systems, Microsoft Office 365, Adobe and McAfee Antivirus software products
  • Working knowledge and experience with Microsoft SCCM software distribution and inventory management processes and console
  • Working knowledge of voice and data communication concepts
  • Working knowledge of IP phone systems, voicemail/messaging and automatic call distribution Services
  • Experience working with vendors and service providers.
  • Bilingual (English and French)

WORKING ENVIRONMENT

  • Rotating Shifts between 7:30am to 5pm PST / 12pm – 8pm EST
  • 2 days on-site, 3 days remote. (Sometimes can be called to do another day on-site.)


At iA, we invest,
in you.

Our employees are our best investment and we have much to offer them.


Company Overview

About

iA Financial Group is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

Our commitment to Diversity and Inclusion

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please contact us here. Someone from our team will be happy to assist you.