Bilingual Service Desk Analyst

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.
JOB OVERVIEW
The Bilingual Service Desk Analyst is responsible to provide technology-related support and problem resolution to all employees of CI Financial and its subsidiaries, including Assante and Stonegate financial advisors and branch staff. This individual will support the user's incidents and requests promptly while maintaining a high standard of quality and service. They must work as a member of the team to support one another in brainstorming solutions and may be asked to mentor peers, assist in on boarding new employees, and develop and maintain knowledge articles for the team. This role is Bilingual with a requirement of attending to 10-20% of work in French.
WHAT YOU WILL DO
Handle inbound telephone and email inquiries for all user hardware, software applications and platforms
Strive for resolution at first contact with minimal hand-offs as required
Provide face-to-face service for customers as required on-site at corporate office locations in the Greater Toronto Area
Deliver a high standard of customer services based on communication, professionalism, timeliness and accuracy of technical information provided
Log requests, follow up on outstanding items and provide instructions and status updates to users in a clear, professional manner (written and verbal)
Investigate and resolve issues using internal resources as well as conducting research from sources publicly available
Determine the scope of user issues and escalate to the applicable team when appropriate following our Incident Management Process
Prioritize and manage multiple requests based on urgency and scope of the issue
Assist other teams with desk moves and deployments
Work as a team and help determine the scope of user issues and escalate to applicable team or manager when appropriate
Monitor queues and maintain service levels and wait times
Maintain and promote within the team a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
May be asked to assist in handling call escalations from customers when appropriate and escalate to management when necessary
May be asked to serve as an escalation and consultation point for other End User Support Specialists on the team
Draft, edit, review and approve internal notifications
Maintain team knowledge base, ensure internal resources about processes, systems and devices used by the company are up to date
Represent Service desk and attend meetings when delegated to do so
Assist with recording metrics and tracking the performance of the team
Coordination of the ITS "Did You Know" newsletter, ensuring that an edition with a relevant topic is sent out at regularly scheduled intervals.
Assist Service Desk manager with onboarding and training of new hires
Assist in planning, development, review and indexing of new materials and programs for training
Maintain knowledge and help keep internal resources about our Services and Applications up to date
Share knowledge to the team as it becomes available using the appropriate tools
WHAT YOU WILL BRING
Education/Training
University degree/college diploma or equivalent in an IT-related discipline.
A+, Network + and/or ITIL certification
Experience
Previous experience in a technology-related role
Previous experience in a customer service role
Familiarity with hardware, software applications and platforms used by CI Financial and its subsidiaries
Previous experience using a ticketing system to log incidents and service requests
Knowledge, Skills & Abilities
Written and oral proficiency in French and English.
Technical and practical knowledge of Windows and iOS operating systems, as well as the MS Office suite of products
Technical knowledge of end-user hardware including PCs, Apple devices
Basic knowledge of networking including TCP/IP and Windows
Good understanding of internet technologies (http, https, e-mail, VPN, etc.)
Understanding of Active Directory and familiarity with managing user access
Customer service oriented
Strong written and verbal communication skills
Excellent problem-solving skills
Strong interpersonal skills
Strong organizational skills
Propensity to learn
Typing at a medium to fast rate with accuracy
Ability to manage client expectations by actively listening and communicating in a friendly, professional manner.
Able to make sound judgments and decisions after a thorough investigation of an incident.
Ability to prioritize and multi-task several requests in a short period.
Willing to take initiative and ownership in assisting users, as well as during low call/email volumes.
Able to work independently or in a team with minimal supervision
WORKING CONDITIONS
Rotating 8.5-hour shift, to cover 7:30 am to 8 pm support window (1 hour lunch)
Rotating on-site support and remote support while working from home
Rotating 24 hour on call shift
May require overtime depending on workload.
Moderate physical labour required on occasion.
12 month contract with 10 paid days PTO and potential for extension
CI Financial is an independent company offering global wealth management and asset management advisory services through diverse financial services firms. Since 1965, we have consistently anticipated and responded to the changing needs of investors. We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice. Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential. Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI.
A Supportive Environment for Success
We offer an in-office environment, competitive benefits, and a supportive workplace to help our employees thrive both personally and professionally.
WHAT WE OFFER
Modern HQ location within walking distance from Union Station
Training Reimbursement
Paid Professional Designations
Employee Savings Plan (ESP)
Corporate Discount Program
Enhanced group benefits
Parental Leave Top–up program
Paid time off for Volunteering
We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.
Please submit your resume in confidence by clicking “Apply”. Only qualified candidates selected for an interview will be contacted. CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at accessible.recruitment@ci.com, or call 416-364-1145 ext. 4747.