End User Services, Analyst

Interac; Ottawa; On-site; CAD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated End User Services Analyst to join their Infrastructure Operations team. This role is pivotal in ensuring the smooth operation of some of Canada's most-used payment platforms. You will engage with users, providing first-level support and troubleshooting a variety of hardware and software issues. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering outstanding customer service. Join a dynamic team that values innovation and collaboration, and make a lasting impact in the digital economy of Canada.

Benefits

Connection with talented colleagues

Core Values-driven culture

Performance-driven pay

Comprehensive benefits

Investment in education and training

Qualifications

• 3-4 years’ experience in IT support or similar role.
• Strong understanding of Microsoft Active Directory and Office 365.

Responsibilities

• Provide first level support and troubleshoot technical issues.
• Log problems and resolutions accurately in Service Now.
• Set up new hardware and improve computing support.

Skills

Customer Service

Troubleshooting

Microsoft Active Directory

Office 365 Applications

Networking Technologies

Problem-Solving

Organization Skills

Education

Bachelor’s degree in Computer Science

Diploma in Information Technology

Tools

Service Now

Windows Desktop Technologies

MacOS

Mobile Devices (iOS, Android)

Job description

End User Services, Analyst

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical virtuosos, and high-performance application developers? We want to hear from you.

The Infrastructure Operations team is behind some of Canada’s most-used payments platforms, including Interac e-Transfer. We design for 99.999% availability, ensuring Canadians can rely on Interac solutions whenever and wherever they want. Using best of breed industry strategies and predictive systems management platforms, we effectively support and monitor active, high availability infrastructure across multi regions and datacenters. We also use AIOps, combining big data and machine learning to automate IT operations processes, including event correlation, anomaly detection and causality determination to make sure you always have control over your money.

You'll be responsible for:

• Customer service and communicating in an open, helpful, and engaging tone with a focus on finding the right solution
• Providing first level support and troubleshooting based on calls and tickets generated by internal staff
• Courteously obtaining and conveying concise problem information for external & internal service personnel
• Providing accurate & timely logging of problems & resolution for requests in Service Now
• Diagnosing and resolving technical hardware & software issues
• Advising users on appropriate use of corporate systems/devices
• Setting up new hardware (desktop, laptops, mobile devices, etc.)
• Working with fellow department members and staff to improve computing support delivered to internal staff
• Reviewing and updating Service Desk documentation, as needed.
• Reviewing and recommending modifications to procedures
• Learning technology quickly and taking on new challenges & responsibilities

You bring:

• Bachelor’s degree or diploma in Computer Science education with a focus in Information Technology/Systems and have 3-4 years’ experience in a similar role
• Strong understanding of Microsoft Active Directory
• Experience with a wide range of mobile devices (iOS, Android)
• Previous experience with Windows desktop technologies and MacOS
• Strong troubleshooting experience with Office 365 applications including Exchange, SharePoint, Teams, and OneDrive
• A strong understanding of the Office 365 Admin Portal and performing user administrative tasks
• An understanding of networking technologies
• A demonstrated ability to achieve successful outcomes when handling difficult situations & customers
• A demonstrated ability to manage multiple priorities & follow through on projects to completion
• Ability to stay organized and deal with information coming from different sources at once
• A positive attitude with ability to thrive under pressure
• Eligibility to work for Interac Corp. in Canada in a full-time capacity

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

• Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.
• Core Values: They define us. Living them helps us be the best at what we do.
• Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.
• Education: To ensure you are the best at what you do we invest in you.