IT Service Desk Analyst PA2025Q3JB132

SS&C; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading financial services and healthcare technology firm in Toronto is seeking an IT Service Desk Analyst. This role requires providing Level 1 support, handling service requests, and ensuring efficient communication between clients and IT teams. Candidates should have experience in user access administration and client support, and proficiency in MS Office is essential. The position offers a hybrid working model with a focus on flexibility and work-life balance.

Benefits

Hybrid Work Model

RRSP Matching Program

Professional Development

Medical, Dental, Vision Benefits

Flexible Personal / Vacation Time Off

Discounts on fitness clubs and travel

Qualifications

• Working knowledge of user access administration in Active Directory environments.
• Experience using ticket tracking systems; ServiceNow is an asset.
• Proficiency in MS Office products (Word, Excel, PowerPoint).
• Detail-oriented with good communication skills.
• Previous experience in client support preferred.

Responsibilities

• Serve as first point of contact for incidents and service requests.
• Conduct initial triage and route tickets to the appropriate IT teams.
• Monitor Service Desk ticket queues and manage communications.
• Provide Level 1 support to users and external clients.
• Assist with internal and external audits related to Service Desk.

Skills

User access administration

Client support experience

Troubleshooting software

Research and information gathering

MS Office proficiency

Tools

ServiceNow

MS Office

Job description

Job Description

As a leading financial services and healthcare technology company based on revenue SS&C is headquartered in Windsor Connecticut and has 27000 employees in 35 countries. Some 20000 financial services and healthcare organizations from the world’s largest companies to small and mid-market firms rely on SS&C for expertise, scale and technology.

Location(s)

Toronto Canada - 30 Adelaide Street East

Get To Know Us

SS&C is leading the way. We continue to look for today’s and tomorrow’s brightest talent that embody a spirit to improve not only their lives but those around them. From college students to seasoned and experienced professionals we encourage you to reach out and apply to our welcoming and inclusive environment.

SS&C prides itself on hiring diverse, honest, dynamic individuals who value collaboration, accountability, integrity and innovation to name a few. We are a fast‑paced environment who promote flexibility, authenticity and offer a hybrid working model to ensure employees can manage their day and meet both work and personal commitments.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model & a Business Casual Dress Code including jeans
• Your Future: RRSP Matching Program, Professional Development, Reimbursement
• Work / Life Balance: Flexible Personal / Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
• Training: Hands‑On Team‑Customized including SS&C Learning Institute
• Extra Perks: Discounts on fitness clubs, travel and more!
• Wide‑Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees

What You Will Get To Do

SS&C is looking for an IT Service Desk Analyst to serve as first point of contact for incidents, service requests and user access requests for external Clients TA Operations Team and Internal users.

Handle inbound telephone and email inquiries for the core Transfer Agency and surrounding IT systems.

Provide Service Desk Level 1 support within scope of Service Desk responsibilities.

The incumbent serves as the face of SS&C IT providing a high standard of customer service to the external client / end user community to help ensure communication professionalism and timeliness of information creating a positive client experience.

Conduct the initial triage, verify client / business priority and elevate to applicable team when appropriate following our Incident Management Process.

Ability to multitask and prioritize requests based on urgency and scope of the issue.

Route tickets to the appropriate IT teams and coordinate internal communications for high‑priority issues (i.e., Service Alerts).

Communicate updates between users / business teams and IT teams to assist with a timely and effective resolution.

Effectively monitor Service Desk ticket queues and take action / route incidents, service requests and user access requests as needed.

The successful applicant will be required to work within a global team structure and to deliver a high‑valued service and service improvements that will benefit the global business community.

They will play an active role in all the internal and external Audit related to Service Desk and User Access.

What You Will Bring

• Working knowledge/understanding and experience of user access administration in Active Directory environments
• Working knowledge/understanding and experience of ticket tracking system(s); ServiceNow is an asset
• Working knowledge of MS Office products (MS Word, Excel, PowerPoint)
• Detail‑oriented with the ability to probe and ask questions to clarify understanding seeking clarity when necessary
• Good research and information gathering skills
• Previous experience providing client support in the financial services industry and/or a service‑oriented environment preferred
• Technically proficient in troubleshooting client software and other related product

Equal Opportunity Employment

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.