Service Desk Analyst II– Toronto
Top Benefits
About the role
Join us as we expand our Canadian insurance business! Help build the best Information Technology team in Canada. Join an organization where our people have the opportunity to be their best and provide clients with innovative solutions to help support their growth. We are seeking a Service Desk Analyst II to join our End User Support Services Desktop Support team in our Toronto, ON office. This role will be responsible for supporting the local office staff and working tickets assigned from our ITSM tool (Incidents & Service Requests) for users throughout North America. Tasks may include installing, relocating, maintaining, and supporting end-user computing hardware such as laptops, monitors, printers, VOIP phones, mobile phones, virtual computers, and conference rooms. The role is also responsible for supporting software such as productivity tools (MS office suite) and unified communications (Webex). Other duties include the maintenance and occasional troubleshooting of network equipment issues in our network closets.
Main Areas Of Responsibility Provide tier 2 support for tickets routed from the ITSM tool or level one (Sompo Service Desk) to resolve problems with Information Technology products, services and applications.
- Monitor and manage tickets, Resolving Incidents and Fulfilling Service Requests
- Analyze moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams when necessary
- Build: Pre-stage, Image and Install PC’s (Desktops and Laptops) and related hardware or software
- Troubleshoot and resolve end user hardware & software problems
- Provide expert level support in troubleshooting desktop peripherals in the environment (mobile devices (iPhones/Androids, peripherals, etc.)
- Process requests i.e. user provisioning, video conference setup, support, and other requests
- Create/Review/Retire documentation: Standard Operating Procedures and Processes for use by the Sompo Service Desk and IT desktop support teams and IT end user training content.
- Provide support to clients on software and hardware platforms
- Provide support to facilitate/moderate, with host/schedulers, Webex Events/Webinars
- Interface with vendors for service of PCs and related hardware
- Escalate complex issues as defined in standard operating procedures
- Maintain an accurate full office hardware inventory in our ITSM tool
- Other duties as assigned.
Minimum Qualifications
- 4+ years in a Service Desk Analyst role
- Experience with MS Windows 11, Office 365
- Active Directory & Microsoft Exchange/Outlook
- General Networking knowledge for patching cables and identifying switch ports
- Experience with Anti-virus software, (esp. CrowdStrike)
- Knowledge of build technologies such as SCCM, Nomad
- Mobile device management & support using Microsoft Intune (iPhone, Android, etc)
- Remote access technologies (VPN, Azure Virtual Desktop)
- Strong written & oral communication skills
- Strong customer service skills
Preferred Qualifications
- Knowledge of enterprise workstation (Desktop & Laptop) technologies
- Experience with on-boarding, off-boarding; Installs/Moves/Adds/Changes
- Webex Experience
Education
- Relevant degree or certification(s) preferred or equivalent experience
Salary Range: $55,000 – $65,000 Actual compensation for this role will depend on several factors including the cost of living associated with your work location, your qualifications, skills, competencies, and relevant experience.
This job description outlines the general nature and level of work performed by individuals assigned to this position. It does not restrict the management's right to assign or reassign duties and responsibilities to this job at any time.
Sompo International offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.
Sompo International is committed to employment practices, including recruitment and hiring practices, that are inclusive and accessible. Accommodations for individuals with disabilities are available. Should you require accommodation, please contact human resources at Talent_Acquisition_Team@sompo-intl.com.
Visit our website at www.sompo-intl.com
About Sompo
We’re Sompo, a global provider of property, casualty, and specialty insurance and reinsurance. Building on Sompo Holdings’ 130 years of innovation, we’re committed to applying all of our experience to simplify yours.
Our dedication to you shows up in the care we put in every detail, working to create a frictionless risk management journey for everyone we serve. We lead with your priorities, meticulously crafting solutions, sharing insights, and understanding your needs.
Around the world, our 9,000+ employees use their expertise to learn, improve and find clear answers for your complex challenges. Because when you choose Sompo, you choose the ease of expertise.
Terms of Use: https://www.sompo-intl.com/terms_use Privacy Policy: https://www.sompo-intl.com/privacy_policy
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Service Desk Analyst II– Toronto
Top Benefits
About the role
Join us as we expand our Canadian insurance business! Help build the best Information Technology team in Canada. Join an organization where our people have the opportunity to be their best and provide clients with innovative solutions to help support their growth. We are seeking a Service Desk Analyst II to join our End User Support Services Desktop Support team in our Toronto, ON office. This role will be responsible for supporting the local office staff and working tickets assigned from our ITSM tool (Incidents & Service Requests) for users throughout North America. Tasks may include installing, relocating, maintaining, and supporting end-user computing hardware such as laptops, monitors, printers, VOIP phones, mobile phones, virtual computers, and conference rooms. The role is also responsible for supporting software such as productivity tools (MS office suite) and unified communications (Webex). Other duties include the maintenance and occasional troubleshooting of network equipment issues in our network closets.
Main Areas Of Responsibility Provide tier 2 support for tickets routed from the ITSM tool or level one (Sompo Service Desk) to resolve problems with Information Technology products, services and applications.
- Monitor and manage tickets, Resolving Incidents and Fulfilling Service Requests
- Analyze moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams when necessary
- Build: Pre-stage, Image and Install PC’s (Desktops and Laptops) and related hardware or software
- Troubleshoot and resolve end user hardware & software problems
- Provide expert level support in troubleshooting desktop peripherals in the environment (mobile devices (iPhones/Androids, peripherals, etc.)
- Process requests i.e. user provisioning, video conference setup, support, and other requests
- Create/Review/Retire documentation: Standard Operating Procedures and Processes for use by the Sompo Service Desk and IT desktop support teams and IT end user training content.
- Provide support to clients on software and hardware platforms
- Provide support to facilitate/moderate, with host/schedulers, Webex Events/Webinars
- Interface with vendors for service of PCs and related hardware
- Escalate complex issues as defined in standard operating procedures
- Maintain an accurate full office hardware inventory in our ITSM tool
- Other duties as assigned.
Minimum Qualifications
- 4+ years in a Service Desk Analyst role
- Experience with MS Windows 11, Office 365
- Active Directory & Microsoft Exchange/Outlook
- General Networking knowledge for patching cables and identifying switch ports
- Experience with Anti-virus software, (esp. CrowdStrike)
- Knowledge of build technologies such as SCCM, Nomad
- Mobile device management & support using Microsoft Intune (iPhone, Android, etc)
- Remote access technologies (VPN, Azure Virtual Desktop)
- Strong written & oral communication skills
- Strong customer service skills
Preferred Qualifications
- Knowledge of enterprise workstation (Desktop & Laptop) technologies
- Experience with on-boarding, off-boarding; Installs/Moves/Adds/Changes
- Webex Experience
Education
- Relevant degree or certification(s) preferred or equivalent experience
Salary Range: $55,000 – $65,000 Actual compensation for this role will depend on several factors including the cost of living associated with your work location, your qualifications, skills, competencies, and relevant experience.
This job description outlines the general nature and level of work performed by individuals assigned to this position. It does not restrict the management's right to assign or reassign duties and responsibilities to this job at any time.
Sompo International offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.
Sompo International is committed to employment practices, including recruitment and hiring practices, that are inclusive and accessible. Accommodations for individuals with disabilities are available. Should you require accommodation, please contact human resources at Talent_Acquisition_Team@sompo-intl.com.
Visit our website at www.sompo-intl.com
About Sompo
We’re Sompo, a global provider of property, casualty, and specialty insurance and reinsurance. Building on Sompo Holdings’ 130 years of innovation, we’re committed to applying all of our experience to simplify yours.
Our dedication to you shows up in the care we put in every detail, working to create a frictionless risk management journey for everyone we serve. We lead with your priorities, meticulously crafting solutions, sharing insights, and understanding your needs.
Around the world, our 9,000+ employees use their expertise to learn, improve and find clear answers for your complex challenges. Because when you choose Sompo, you choose the ease of expertise.
Terms of Use: https://www.sompo-intl.com/terms_use Privacy Policy: https://www.sompo-intl.com/privacy_policy