Service Desk & Operations Specialist

Haventree Bank; Old Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a proactive Service Desk & Operations Specialist to provide exceptional support to its employees. In this dynamic role, you will be the go-to person for all technical inquiries, ensuring seamless operations across various platforms and devices. You will work closely with internal teams to enhance processes and implement the latest technologies, contributing to the overall efficiency of the organization. If you have a passion for technology and a strong customer service mindset, this is your chance to make a significant impact in a supportive and mission-driven environment.

Qualifications

• 5+ years in Service Desk or Helpdesk roles with strong technical support skills.
• Experience with Microsoft applications and cloud-based solutions.

Responsibilities

• Provide comprehensive support for 230 employees, including troubleshooting and installation.
• Collaborate with IT teams to integrate applications and manage phone systems.

Skills

Customer Service

Technical Support

Troubleshooting

Communication Skills

Process Improvement

Project Management

Education

College diploma or degree in computer science

Tools

Microsoft Office 365

Salesforce

Microsoft Intune

VMWare

Microsoft Azure

Polycom

Job description

Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. We help hardworking Canadians from coast-to-coast achieve homeownership by offering flexible mortgage solutions. Our insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms.

About Haventree Bank

Headquartered in Toronto, Ontario, Haventree Bank (Haventree) is a mission-driven alternative mortgage lender. The name Haventree is representative of the bank’s mission to help its customers find a place of refuge and to lay down new roots for the future. Haventree exists to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system.

Position Summary:

Reporting to the IT Technical team lead, Infrastructure & IT Operations, the Service Desk & Operations Specialist is an energetic and proactive “Leader” with a results-oriented attitude who is ready to be the point of contact for all company end-users and has experience to provide white-glove service to our executives. They are customer service focused and able to communicate technology matters using everyday language.

Major Duties & Responsibilities:

1. Your top responsibilities will include computers and applications support for approximately 230 employees: including everything from procuring, imaging, installation, shipping, diagnosing/repairing, and upgrading to general troubleshooting of PCs, business applications, Printers/MFD, Security/Camera monitoring, and various onsite equipment and meeting rooms.
2. You will collaborate with infrastructure administrators and Team Lead to integrate third party apps and in-house applications including Salesforce, Microsoft Office 365, etc.
3. Support internal business and work as a SPOC to coordinate resolution of DTC related tickets with internal IT teams.
4. Experienced in providing support for devices operating on both IOS and Android platforms, ensuring seamless functionality and user satisfaction.
5. Proficient in collaborating with audit teams and providing well-documented supporting evidence to ensure compliance and accuracy in evaluations.
6. Identify gaps in the Helpdesk area, initiate and implement process improvements, and perform cleanup activities independently as well as take on and support ongoing company IT projects in collaboration with multiple departments and users.
7. Implement and support the latest AV, boardroom, and meeting room technologies using MS Teams and state-of-the-art audiovisual systems/equipment such as Polycom.
8. Coordinate/manage all activities related to our phone system and contact center solution implementation, and provide ongoing support.
9. Documentation creation for user support and train junior staff, peers, and users to provide better technical support to the end users.
10. Maintain inventory/asset tracking system and asset tag management process.
11. Procure, deploy, and manage shipment of desktops, laptops, and cell phones.
12. Provide support and technical expertise on Windows 10/11 and macOS based machines.
13. Troubleshoot and support the Microsoft Office 365 application suite and various other applications.
14. Manage suppliers and vendors relationships and negotiate on pricing as necessary.
15. Self-starter who identifies technology gaps in the Desktop support/facilities area and able to lead mini projects for improvement independently.
16. Stay consistent, positive and have a go-getter attitude with the ability to work with minimal or no supervision, and the ability to lead the existing Helpdesk staff.
17. Participate in disaster recovery/business continuity and year-end processing activities as required.

Qualifications & Experience:

Degrees, Diplomas & Certifications:

1. The position requires a college diploma or degree in computer science, engineering, networking, infrastructure, or a related field.

Years and Range of Experience Required to Perform the Job:

1. The position requires at least 5 years of work experience in a Service Desk, Helpdesk, or a similar role.
2. Experience with DID inventory & telecom capacity management, and supporting contact centres/phone systems and AV systems within facilities.
3. Well-rounded understanding of Microsoft client applications incl. Outlook, Word, Excel, Access, PowerPoint, Teams, Skype for Business and OneNote, their server product line and coding language.
4. Foundational knowledge of the use and administration of Microsoft SharePoint.
5. Understanding of Cloud based products and solutions such as AWS, Microsoft Azure.
6. Experience with endpoint imaging and MDM technologies (WDS or similar, Microsoft Intune etc.).
7. Experience in Infrastructure deployment, management, and troubleshooting, including virtual appliances, server farms, and 3rd party tools (VMWare, MS Active Directory, Veeam Backup, IIS, Group Policy, Remote Desktop Services, O365, Exchange, SharePoint etc.).
8. Experience in Active Directory management and design, Group policy deployment and DNS management.
9. Industry standard certifications such as ITIL, A+ and others required.
10. Ability to speak French is a plus but not mandatory.

While we thank everyone for their interest in Haventree Bank, please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation, we will work with you to meet your needs.

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2. Haventree Bank embraces equal opportunity, diversity, and inclusion. Please let us know if you require any accommodations during the recruitment and selection process by contacting [e-mail].