Technology Specialist, Service Desk

The Opportunity: At Equitable we believe great things happen when we work together. Were a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If youre passionate about making a difference and growing your career in an inclusive and collaborative environment wed love to hear from you. Our culture is built on care passion and curiosity. We put people above all else strive to be our best and welcome new ideas to deliver positive continues to grow and we are looking for a Technology Specialist Service Desk to support and enhance our shared technology solutions and this role you will work closely with crossfunctional IT and business teams to support maintain and continuously improve enduser technology services that enable a reliable and positive service experience. You will contribute to the development testing launch and refinement of technology solutions while supporting infrastructure capabilities that align with business priorities and meet the needs of both internal stakeholders and external one of the regions top employers and be part of something that truly makes a Arrangements: This is a hybrid role. You will work in our office in Waterloo ON a minimum of ten (10) assigned days each month. You are welcome to work from the office more than the minimum requirement if you youll do:Deliver enduser incident and request management services to ensure users are able to effectively operate technology products and as a primary point of contact for service requests and incidents coordinating with internal IT teams as needed to ensure timely and effective track and escalate service requests and incidents through the enterprise service management platform to support consistent service handson troubleshooting maintenance upgrades and replacement of enduser hardware and application software as with Business and IT partners on the delivery quality management and ongoing support of shared infrastructure systems and with internal and external teams to identify recurring issues support rootcause analysis and implement solutions that improve system stability and user the implementation and adherence to corporate IT policies standards procedures and governance practices related to service desk in maintaining and updating internal processes workflows and quality management systems tools and support processes to identify opportunities for workflow improvements and increased operational the performance availability and utilization of supported technologies to help ensure service reliability and guidance and support to end users and peers to enable effective use of technology solutions and tools. What youll bring:Postsecondary education or an equivalent combination of education and experience in computer science computer systems engineering software engineering or a related delivering enduser incident and request management services with a strong focus on client satisfaction and effective use of technology products and knowledge of enterprise IT service management and ticketing tools including call management escalations performance tracking and process supporting Microsoft Windows desktop environments Microsoft 365 productivity and collaboration tools and enduser hardware such as desktops laptops and audiovisual of IT service management practices particularly Incident Request and Problem mindset demonstrating professionalism empathy and a commitment to resolving inquiries efficiently ideally at first point of mindset with a solutionfocused approach including a willingness to challenge existing processes seek feedback apply learnings and contribute to continuous improvement and interpersonal and communication skills with the ability to share knowledge provide constructive feedback adapt to diverse working styles and synthesize information for different to adapt to changing priorities maintain a positive approach under pressure and adjust to new information or evolving critical reasoning and judgement skills including the ability to make timely decisions manage competing priorities and act in accordance with established policies and ownership accountability and leadership through daytoday work including escalating issues appropriately recognizing others contributions and leading by to continuous learning including working toward relevant technical or industry in it for you:Career Growth:Regular learning sessions and development opportunitiesTotal Rewards:Allowance provided in place of vacation pay and benefitsFlexibility:Healthy work-life balance with employee wellness always top of mind complemented by a dress for your day approachAt Equitable were committed to fair pay and an inclusive accessible hiring experience. If you need accommodations or alternative formats at any stage just reach out to us at Were happy to base pay will be based on your skills qualifications experience and education. If youre selected to move forward our Talent Acquisition team will walk you through all the details of our total rewards program so you know exactly whats To: Senior Technology Manager Digital WorkplaceDepartment: IT InfrastructureTerm: Temporary Full-Time Eight (8) Month Contract