Support Analyst
Support Analyst
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Job Description
Job Description
Please note:
- Current work authorization for Canada is required for all openings.
- This is a regular fulltime position.
- You will be working on a predefined remote schedule as part of Fidelitys dynamic working arrangement.
- The working hours for this position will be Monday Friday rotating shifts between 8:00 AM 8:00 PM.
Who We Are
At Fidelity weve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services and were constantly seeking to find new and better ways to help our clients. As a privately owned company we boldly embrace innovation in all areas as we continue to grow our business into the future.
Working with us means youll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. Youll have a wide range of opportunities to grow and develop your career in an inclusive environment where youll feel valued and supported to be your best both personally and expertly.
Business Overview
Fidelity Canadas Service Desk is the first point of contact delivering technology related support and IT functions through various channels to around 2200 employees across Canada.
The Purpose of the Role
The Support Analyst provides first level technical support to Fidelity employees. This entails tracking and coordinating support requests across all business lines of Fidelity Investments Canada Ltd.
What You Will Do
- Serve Fidelity Canada employees with a high level of quality professional service and technical support by telephone chat email or inperson while ensuring all daily SLA and KPI metrics are maintained.
- Utilize ServiceNow ticketing tool for management of Incident Service Request & Problem items with strong focus on minimal user & business impact and achieving first call resolution.
- Provide Firstlevel technical support and accountability on core infrastructure services such as network connectivity systems and applications access Active Directory Exchange/O365 SharePoint Enterprise Mobility VDI (Citrix) and Pulse VPN access.
- Access Management Understand the onboarding & offboarding process to guide the business for logical & physical access and work closely with Access Management team where necessary.
- Provide user training to end users on applications and technologies used in the organization Microsoft Windows and Apple systems.
- Ensure timely resolution or escalation of incidents and prompt communications of progress to endusers.
- Create and maintain Knowledge Base articles for endusers and Technical team.
What Were Looking For
- 2 years postsecondary program including completion of computer technical courses
- 1 year work experience in a Service or Help Desk environment
- Proven technical understanding and experience in:
- Windows 11 and Mac OS
- Office 365
- Active Directory (ActiveRoles Server)
- Exchange and SharePoint
- OneDrive
- Microsoft Teams
- Mobile OS Apple IOS and Android
- ServiceNow
The Expertise You Bring
- Troubleshooting experience with desktops laptops virtual machines (Citrix) multifunction printers LAN & wireless connectivity Pulse Secure (VPN) and software installations
- Strong analytical and problemsolving skills.
- A team player who can work well under pressure and in a fastpaced environment.
Some of the ways well help you feel valued and supported as part of our team:
Flexible working arrangements 100% remote hybrid and in office options Competitive total compensation including company contributions to your group RRSP without a matching requirement from you Comprehensive health benefits that start on your first day with 100% employerpaid premiums that include up to $5000 annually for mental health services and therapyWe care a lot about fostering a compassionate peoplecentric culture and are proud to have been named one of Canadas Top 100 employers for the last five years.
- Parental leave topup to 100% of your salary for a period of 25 weeks
- Up to $650 for home office equipment
- Generous time off policy including 2 paid days annually to volunteer at a charity of your choice
- Diversity and inclusion programs including an active network of Employee Resource Groups
- Extensive professional development opportunities including access to over 11000 training and development courses tuition reimbursement and monetary rewards for completing a required designation
Fidelity Canada is an equal opportunity employer
Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race color religion sex sexual orientation gender identity or expression national or ethnic origin age disability family status protected veterans status Aboriginal/Native American status or any other legallyprotected ground.
Accommodation during the application process
Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation please email us at .
No telephone inquiries or agencies please. We thank all applicants for their interest please be advised that only those selected for an interview will be contacted.
Why Work at Fidelity
We are proud to be recipients of the following:
Awards
Canadas Top 100 Employers
o Greater Torontos Top Employers
o Canadas Top FamilyFriendly Employers
o Canadas Top Employers for Young People
Great Place To Work Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Todays Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams
LinkedIn Top Companies in Canada
Human Resource Director (HRD) Best Place To Work
o HRD 5Star Benefit Program
o HRD 5Star Diversity & Inclusion Employer
Designations
Canadian Compassionate Companies Certified
Benefits Canadas Workplace Benefits Award Future of Work Strategy
TalentEgg National Recruitment Excellence Award Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporters Most Innovative HR Team
Required Experience:
IC
Employment Type
Full-Time
