You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description

The Analyst is a member of the Technical Services Support team within Digital Employee Experience. As part of the second-level IT support function, the role assists when Service Desk agents are unable to resolve an issue through the ticket queue or real-time support channels. The Analyst asks effective diagnostic questions, takes ownership of complex issues through resolution, and partners with On-Site Support, Employee Experience Technology, and other specialized teams when needed. The role also monitors environmental trends and workstation performance, supports global technology project rollouts, and closes knowledge gaps by documenting solutions in the Self-Service and Service Desk knowledge bases.

What you bring?





- A natural problem-solving mindset and satisfaction from diagnosing issues, fixing problems, and offering practical solutions.
- Enthusiasm for technology, continuous learning, and sharing knowledge with others.
- The ability to manage variety, balance multiple assignments or projects, and prioritize competing tasks effectively.
- Robust written and verbal communication skills, including keeping clients informed, collaborating with colleagues, and clearly documenting ideas, findings, and completed work.
- A client-focused approach and the ability to build rapport that contributes to an exceptional employee experience.
- A collaborative mindset and a commitment to contributing to a diverse, inclusive, and welcoming team.

What will you do?

- Take ownership of tickets assigned to the team and work directly with clients through resolution, understanding their needs, prioritizing appropriately, and delivering responsive, end-to-end technical support.
- Build strong client relationships, anticipate support needs, and contribute to a positive employee experience.
- Advocate for the broader Service Desk teams by answering agent questions, providing ongoing guidance, and empowering agents to make client-focused decisions.
- Manage the assigned incident queue, ensuring records are current, work performed is clearly documented, clients receive timely progress updates,



and service-level agreements are met.
- Partner closely with On-Site Support and Employee Experience Technology to coordinate issue resolution, technology rollouts, and improvements to the end-to-end employee technology experience.
- Create, edit, and maintain articles in the Self-Service and Service Desk knowledge bases using Knowledge-Centered Support practices.
- Continuously broaden technical knowledge and strengthen diagnostic and troubleshooting capabilities.
- Support global technology projects and rollouts through testing, implementation-readiness activities, support planning, and feedback that prepares Service Desk and regional support teams for successful deployment.
- Proactively monitor workstation health and performance, identify emerging trends or degradation, and engage the appropriate teams before issues significantly affect employees.
- Identify and implement opportunities to automate repetitive support activities and leverage generative AI to improve troubleshooting, knowledge creation, operational efficiency, and the employee experience.
- Proactively recommend process improvements that increase efficiency for clients and support teams.

What do you need to succeed?

- Experience supporting medium- to large-scale enterprise infrastructure, client computing hardware, Windows operating systems, and macOS platforms.
- Working knowledge of technologies and platforms such as McAfee/Trellix, CyberArk, Citrix, Microsoft 365, VMware View/vSphere, Microsoft Systems Center Configuration Manager (SCCM/SMS), ServiceNow, MFA, Okta, Splunk, and Tanium.
- Experience with mobile device management solutions, including AirWatch, Microsoft Intune, an

📌 Analyst, Technical Support Services (Kitchener)
🏢 SunLife
📍 Kitchener