Technology Specialist, Service Desk

• Deliver end-user incident and request management services to ensure users are able to effectively operate technology products and services.
• Act as a primary point of contact for service requests and incidents, coordinating with internal IT teams as needed to ensure timely and effective resolution.
• Manage, track, and escalate service requests and incidents through the enterprise service management platform to support consistent service delivery.
• Perform hands-on troubleshooting, maintenance, upgrades, and replacement of end-user hardware and application software as required.
• Collaborate with Business and IT partners on the delivery, quality management, and ongoing support of shared infrastructure systems and applications.
• Work with internal and external teams to identify recurring issues, support root-cause analysis, and implement solutions that improve system stability and user experience.
• Support the implementation and adherence to corporate IT policies, standards, procedures, and governance practices related to service desk operations.
• Assist in maintaining and updating internal processes, workflows, and quality management documentation.
• Review systems, tools, and support processes to identify opportunities for workflow improvements and increased operational efficiency.
• Monitor the performance, availability, and utilization of supported technologies to help ensure service reliability and continuity.
• Provide guidance and support to end users and peers to enable effective use of technology solutions and tools.

• Post-secondary education or an equivalent combination of education and experience in computer science, computer systems engineering, software engineering, or a related discipline.
• Experience delivering end-user incident and request management services, with a strong focus on client satisfaction and effective use of technology products and services.
• Working knowledge of enterprise IT service management and ticketing tools, including call management, escalations, performance tracking, and process integration.
• Experience supporting Microsoft Windows desktop environments, Microsoft 365 productivity and collaboration tools, and end-user hardware such as desktops, laptops, and audio-visual technology.
• Understanding of IT service management practices, particularly Incident, Request, and Problem Management.
• Client-focused mindset, demonstrating professionalism, empathy, and a commitment to resolving inquiries efficiently, ideally at first point of contact.
• Growth mindset with a solution-focused approach, including a willingness to challenge existing processes, seek feedback, apply learnings, and contribute to continuous improvement and innovation.
• Strong interpersonal and communication skills, with the ability to share knowledge, provide constructive feedback, adapt to diverse working styles, and synthesize information for different audiences.
• Ability to adapt to changing priorities, maintain a positive approach under pressure, and adjust to new information or evolving requirements.
• Strong critical reasoning and judgement skills, including the ability to make timely decisions, manage competing priorities, and act in accordance with established policies and procedures.
• Demonstrated ownership, accountability, and leadership through day-to-day work, including escalating issues appropriately, recognizing others’ contributions, and leading by example.
• Commitment to continuous learning, including working toward relevant technical or industry certifications.

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Allowance provided in place of vacation pay and benefits
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

Equitable Life of Canada