At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on cutting-edge products and projects, and where employees are supported and engaged in doing so.
JOB OVERVIEWThe Bilingual Service Desk Analyst is responsible to provide technology-related support and problem resolution to all employees of CI Financial and its subsidiaries, including Assante and Stonegate financial advisors and branch staff. This individual will support the user's incidents and requests promptly while maintaining a high standard of quality and service. They must work as a member of the team to support one another in brainstorming solutions and may be asked to mentor peers, assist in on boarding new employees, and develop and maintain knowledge articles for the team. This role is Bilingual with a requirement of attending to 10-20% of work in French.
WHAT YOU WILL DOHandle inbound telephone and email inquiries for all user hardware, software applications and platformsStrive for resolution at first contact with minimal hand-offs as requiredProvide face-to-face service for customers as required on-site at corporate office locations in the Greater Toronto AreaDeliver a high standard of customer services based on communication, professionalism, timeliness and accuracy of technical information providedLog requests, follow up on outstanding items and provide instructions and status updates to users in a clear,



professional manner (written and verbal)Investigate and resolve issues using internal resources as well as conducting research from sources publicly availableDetermine the scope of user issues and escalate to the applicable team when appropriate following our Incident Management ProcessPrioritize and manage multiple requests based on urgency and scope of the issueAssist other teams with desk moves and deploymentsWork as a team and help determine the scope of user issues and escalate to applicable team or manager when appropriateMonitor queues and maintain service levels and wait timesMaintain and promote within the team a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information providedMay be asked to assist in handling call escalations from customers when appropriate and escalate to management when necessaryMay be asked to serve as an escalation and consultation point for other End User Support Specialists on the teamDraft, edit, review and approve internal notificationsMaintain team knowledge base, ensure internal resources about processes, systems and devices used by the company are up to dateRepresent Service desk and attend meetings when delegated to do soAssist with recording metrics and tracking the performance of the teamCoordination of the ITS /"Did You Know/" newsletter, ensuring that an edition with a relevant topic is sent out at regularly scheduled intervals.
Assist Service Desk manager with onboarding and training of recent hiresAssist in planning, development,



review and indexing of new materials and programs for trainingMaintain knowledge and help keep internal resources about our Services and Applications up to dateShare knowledge to the team as it becomes available using the appropriate toolsWHAT YOU WILL BRINGEducation/TrainingUniversity degree/college diploma or equivalent in an IT-related discipline.
A+, Network + and/or ITIL certificationExperiencePrevious experience in a technology-related rolePrevious experience in a customer service roleFamiliarity with hardware, software applications and platforms used by CI Financial and its subsidiariesPrevious experience using a ticketing system to log incidents and service requestsKnowledge, Skills & AbilitiesWritten and oral proficiency in French and English.
Technical and practical knowledge of Windows and iOS operating systems, as well as the MS Office suite of productsTechnical knowledge of end-user hardware including PCs, Apple devicesBasic knowledge of networking including TCP/IP and WindowsGood understanding of internet technologies (http, https, e-mail, VPN, etc.)Understanding of Active Directory and familiarity with managing user accessCustomer service orientedStrong written and verbal communication skillsExcellent problem-solving skillsStrong interpersonal skillsStrong organizational skillsPropensity to learnTyping at a medium to fast rate with accuracyAbility to manage client expectations by actively listening and communicating in a friendly, professional manner.
Able to make sound judgments and decisions after a thorough investigation of an incident.
Ability to prioritize and multi-task several requests in a short period.
Willing to take initiative and ownership in assisting users, as well as during low call/email volumes.
Able to work independently or in a team with minimal supervisionWORKING CONDITIONSRotating 8.5-hou

📌 Bilingual Service Desk Analyst (Toronto)
🏢 CI Financial
📍 Toronto