Support Analyst

Fidelity International; Toronto; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading financial services provider in Canada seeks a Support Analyst to deliver first-level technical support for employees. The role includes managing help requests, utilizing the ServiceNow platform, and providing excellent customer service. Candidates should have at least 1 year in a service desk environment, familiarity with various operating systems, and strong problem-solving skills. This position offers competitive compensation and flexible working arrangements.

Benefits

Competitive total compensation

Comprehensive health benefits

Generous time off policy

Qualifications

• 1 year work experience in a Service or Help Desk environment.
• Proven technical understanding of Windows, MAC OS, Active Directory and Exchange.
• Fluency in French is an advantage.

Responsibilities

• Provide first-level technical support for Fidelity employees.
• Utilize ServiceNow for incident and service request management.
• Create and maintain Knowledge Base articles.

Skills

Troubleshooting experience

Excellent communication in English

Analytical and problem-solving skills

Education

2 years post-secondary program

Completion of computer technical courses

Tools

Windows 10

Office 365

ServiceNow

Job description

Overview

Job Description

Please note : Current work authorization for Canada is required for all openings. This is a regular full-time position with a pre-defined remote schedule as part of Fidelity's dynamic working arrangement. The working hours are Monday - Friday rotating shifts between 8:00 AM - 8:00 PM. The incumbent will interact directly with colleagues located across Canada.

Who We Are

At Fidelity we’ve 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 we’re constantly seeking to find new and better ways to help our clients. As a privately owned company we boldly embrace innovation as we grow our business into the future. Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best.

Business Overview

Fidelity Canada’s Service Desk is the first point of contact delivering technology-related support and IT functions through various channels to around 2000 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 in-person while ensuring all daily SLA and KPI metrics are maintained.
• Utilize ServiceNow ticketing tool for management of Incident, Service Request & Problem items with a strong focus on minimal user & business impact and achieving first-call resolution.
• Provide first-level 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 onboarding & offboarding processes to guide the business for logical & physical access and work with the Access Management team as 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 end-users.
• Create and maintain Knowledge Base articles for end-users and the Technical team.

What We’re Looking For

• 2 years post-secondary program including completion of computer technical courses or equivalent working experience
• 1 year work experience in a Service or Help Desk environment
• Proven technical understanding and experience in:
• Windows 10 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
• Excellent communication (verbal and written) in English; fluency in French is an advantage
• Strong analytical and problem-solving skills
• A team player who can work well under pressure in a fast-paced environment

Benefits & Culture

• 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% employer-paid premiums, including up to $5000 annually for mental health services and therapy
• Parental leave top-up to 100% of your salary for 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 11,000 training and development courses, tuition reimbursement, and rewards for completing a designation

Equal Opportunity & Accommodation

Fidelity Canada is an equal opportunity employer. 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 status, or any other legally protected status.

Accommodation during the application process is available on request. If you require an accommodation, please email us at.

No telephone inquiries or agencies please. Only those selected for an interview will be contacted.