Welcome to****ivari

Let us introduce ourselves. With 300 employees across Canada, ivari is a company that’s making a difference in the world of life insurance. How? By finding and hiring employees who are passionate about helping people protect their families, and by giving them the best, most supportive workplace possible.

ivari is part of Sagicor Financial Corporation, a leading financial services provider based in the Caribbean, with a strong presence in North America. We offer a wide range of products and services, including life and health insurance, annuities, pension administration and investment services.

At ivari, everyone is welcome! It is our mission to attract, develop, and retain a workforce that is as diverse as the customers we serve and the communities in which we do business. We offer an inclusive and accessible work environment where all employees and customers feel valued, respected, and supported.

Here’s the job opportunity…

As a Senior Service Desk Administrator at ivari you will be responsible for analysis and resolution of Information Technology service requests (including, Incidents, Problems, Service Requests, Work Requests); supporting desktop updates and patches; asset management and deployment; problem solving and troubleshooting and; customer service. Your key responsibility is ensuring operational requirements for Information Technology are maintained and supporting our internal customers by restoring any disrupted services as efficiently as possible.

In this role you will:

• Ensure strict adherence to ticket management protocols, including effective communication, compliance with service level objectives (SLOs), and thorough documentation.
• Coordinate with vendors as required.
• Provide professional customer service to support the business and Information Technology which includes contributing to the improvement of cross functional communication and team synergies.
• Provide Executive communication and White Glove service
• Provide IT support to employees via in-office and remote support through Freshservice ticketing system
• Require travel between our Head Office and Downtown office for onsite support
• Analyze issues, set priorities, and troubleshoot system/hardware/software problems.
• Develop and maintain comprehensive Key Performance Indicator (KPI) reports to monitor service desk performance and operational efficiency.
• Analyze data to identify trends and recommend opportunities for process improvement.
• Serve as an escalation point for junior technicians, mentoring and teaching them to develop their skill
• “Maintain the Base” in an efficient and effective manner
• Build and document Information Technology service management process improvements and solutions.
• Identify and escalate situations requiring urgent attention
• Updates Knowledgebase articles in Freshservice and other content for IT and general users

What we are looking for…

• A candidate with a College Diploma or University Degree in Computer Science or related field
  • ITIL certification preferred
• Minimum 4-year experience within an Intermediate Service Desk position
• Demonstrable knowledge of Microsoft client technologies specific to the installation and maintenance of the OS and application integration.
• Strong Microsoft productivity application knowledge and experience, including O365
• Strong knowledge of all client hardware technologies
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly
• Ability to present ideas in a user-friendly language.
• Ability to communicate effectively with all levels and the ability to build relationships with internal staff and management.
• Ability to install, configure, upgrade, maintain and support desktops, laptops and other mobile devices
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience with Microsoft Intune, PowerApps and Microsoft Teams Telephony
  • Proven proficiency with Microsoft Windows 11
• Ability to prioritize the incoming tickets and calls from users
• Thrives in a fast-paced environment
• Experience in administering Enterprise Service Management software like Freshservice or ServiceNow

What's in it for you…

At ivari, it's important for us to keep our people motivated, recognized, and rewarded. We offer competitive base salaries plus a bonus, one of the many reasons ivari is a great place to work.

We also offer health and dental benefits for the entire family from Day 1! But that’s just the beginning. When you join the ivari team you also get…

• A fantastic vacation plan and time off
• A pension plan with 100% match by ivari
• Employee savings plan with 75% match to help you save even more
• Flexible and hybrid work arrangements
• Opportunities for professional development
• Recognition programs to cheer you on, motivate and reward
• Wellness programs to keep you healthy and happy

Who you are…

Someone who enjoys a culture where everyone is genuinely respectful and you can be your authentic self every day. Your contributions and opinions are not only sought, but valued. You know the importance of, and live by, our core values of…

• Bringing clarity and focus to your work
• Taking ownership and doing what you say you will
• Remaining flexible
• Collaborating with others

Does this sound like you? We’re looking for great people to join our team!

Our commitment to inclusivity is reflected in the safeguards, policies and commitments we have in place to remove barriers and provide equal opportunities to prospective and current employees, without discrimination.

To apply, please email your resume to: human.resources@ivari.ca

A Human Resources representative is available to consult with applicants who require accommodation in the application or recruitment process. Any information shared by the applicant about an accommodation will be treated as confidential. If you do require an accommodation, please email human.resources@ivari.ca.