Job Description At FSRA, our vision is to ensure financial safety, fairness, and choice for Ontarians. As a financial services regulator, we’re passionate about protecting consumers. Our principles-based approach means we can quickly and effectively respond to the changing needs of consumers and the industry. Our team combines industry expertise with commitment to public service. We attract individuals who are interested in meaningful work and who measure success through outcomes, not inputs. At FSRA, we invest in the personal and professional growth of our team. We offer a competitive compensation package that includes an employer-matched defined benefit pension plan, and a comprehensive and competitive benefits plan. We prioritize learning and development, wellbeing, diversity, equity, inclusion and belonging, and community giving. Join FSRA and help us shape the future of regulation for generations to come! PURPOSE OF POSITION Accountable for first level support of technology service and incident management, reported via phone, ITSM system, or in-person. Accountable for coordinating and triaging service requests and mentoring and training all Service Desk agents on all operational activities and procedures to support the End User. KEY RESPONSIBILITIES Triages, logs and coordinates all incident and service requests from across FSRA for the provision of first level support and diagnostics for hardware or software, including peripheral equipment (such as printers, scanners, tablets and mobile devices), via telephone or ticketing system. Prioritizes, allocates, categorizes, and assigns all incidents and requests to Service Desk staff based on skills, workload, and effort. Coordinates and oversees the life cycle management of service requests, incidents, and problems using the Service Desk system and ITIL methodology. Provides support and troubleshoots technology to resolution, or fulfils service requests,



for internal clients. Coordinates the escalation of incidents or service requests to Tier 2 and 3 service providers and oversees the transition of time sensitive issues requiring multiple secondary support by IT colleagues and/or vendors. Ensures the client is informed throughout the life cycle of the incident or request, as per service levels. Audits ticket data to ensure accuracy, integrity, and consistency of up-to-date, reliable and relevant data on both closed and resolved incidents, requests and other calls, as per service levels. Mentors and trains all Service Desk agents on all operational activities and procedures to support the End User. Participates in the configuration, implementation, upgrade, testing, and support of End User technology. Monitors the effective operation of network systems (e.G., phone, email, software) to identify and escalation or collaborate with IT colleagues on incident resolution. Coordinates the life cycle of IT assets distributed to FSRA staff, often involving planning and coordination for multiple users including imaging, provision, deployment and recovery of IT equipment; ensuring the integrity and accuracy of technology hardware inventory and asset management data. Provides technical support, training, and methods to optimize the use of workplace technology. Recommends strategies to maximize technology to support business operations. Acts as the technical service desk expert on IT projects related to the set-up,



implementation and roll out of workplace technology refresh across the organization. Develops and distributes knowledge base documentation and materials including recent and current process documentation; ‘how to’ instructions and guidance regarding all business platforms and applications and Frequently Asked Questions for End Users and Service Desk staff. QUALIFICATIONS Education and Experience Degree/diploma in Information Technology, or related field. 5 years of Enterprise service desk experience. Preference of at least one certification, such as: ITIL, A+, MCSA Windows 10 Certification, CompTIA A+ Certification, Network+ Certification. Advanced expertise in troubleshooting of complex integrated hardware and software environments Working knowledge of key technologies including Enterprise Mobility, Office 365, Collaboration, Messaging, Video Conference equipment and Unified communication. Knowledge and Skills Leadership skills to provide mentoring and training to Service Desk agents. Excellent oral and written communication skills to provide troubleshooting, response to service desk queries and to prepare various training, guidance and information materials. Proven analytical and methodical skills. Strong collaboration and customer service orientation. Please note that this replacement position will close at 12AM on the closing date. Compensation Grade Grade 222‑OPSEU ADM Compensation Range $1,408.64 - $1,773.85 Bargaining Unit OPSEU Job Code Job Code: 17156 Employment Type Regular Scheduled Weekly Hours 36.25 FSRA is committed to ensuring equity in employment. Our goal is to create a diverse, inclusive workforce that reflects the communities we serve and to ensure our services and communications are accessible to all individuals. Accommodation is available under the Ontario Human Rights Code. NOTE: ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED #J-18808-Ljbffr

📌 It Service Desk Analyst Iii - C$1,408.6 - C$1,773.8 A Week (Toronto)
🏢 FSRA
📍 Toronto