Business Line: Shared Services – IT

Hours Per Week: 35 (Full-Time)

Location: Ottawa, Ontario – Hybrid (https://www.nfp.ca/about-nfp/find-an-office)

Job Duration: Full

About the Role

The role of the Service Desk Analyst, Tier 2, is to assist Company Associates who are experiencing any procedural or operating difficulty with the use of technology applications, products, or services specific to NFP offices. This individual will work with Tier 2 and Tier 3 Engineers, Managers and Directors to resolve issues that escalate from the Tier 1 Service Desk. The Analyst is expected to be able to develop and implement solutions for the user based on their own research and any recommendations from higher level staff.

What You’ll Do

• Resolves Level 2 work orders. Escalates complex and/or high priority problems to the appropriate Manager for resolution while maintaining responsibility to update and close the original ticket
• Provide advanced desktop support for all Technology products and services. Support including answering questions, researching problems, in-depth troubleshooting, teaching/instructing Company Associates regarding software or hardware functionality, verifying resolution with Company Associates, and communicating policy where appropriate
• Records required user and problem information in the Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolutions entered upon completion of the job
• Effectively, professionally, and respectfully represents all Technology staff members, teams, and their services to the users and Business Management
• Works on projects as assigned by supervisor
• Perform onsite visits to offices within designated region
• Perform basic SharePoint troubleshooting and administration

What You Bring

• 2+ years of experience working for a corporate level service desk
• Communication Skills
  • Must have good command of the English & French language to provide effective phone, desk-side and email support
  • This position requires handling confidential information in an appropriate manner
  • Interactions with Company Associates must be handled with diplomacy and tact
  • Individual must be able to gauge the user's technical ability and communicate with them in appropriate technical or non-technical language
• Decision making/judgement
  • Self-motivated with excellent organizational and planning skills, including the ability to remain calm and manage time well in a fast-paced, ever-changing, team-oriented environment
  • Capable of working on multiple projects and/or assignments in unison while executing decision-making authority regarding procedures, plans, and schedules
  • Although problem-solving guidelines may exist for some problems, situations may be encountered where procedures or instructions may need to be developed and documented
  • The incumbent will work either on his or her own or with the larger technology team to resolve the issue and document the solution
• Must be able to learn and support new and fast-changing technologies.

Physical Demand: The physical demands described here are representative of those that must be met by a candidate to successfully perform the essential functions of this job. While performing the duties of this Job, the candidate is regularly required to:

• Sit, stand, and walk.
• Use hands to handle or feet and be able to reach with hands and arms. Lift up to 50 pounds.
• Talk and hear, see clearly with both close vision and distance vision.

Who We Are

NFP is a leading insurance brokerage that provides property and casualty, group benefits, retirement, and individual solutions through our licensed subsidiaries and affiliates. We’re a 5x Best Places to Work award winner in Insurance, a 5-Star Brokerage award winner from Insurance Business Canada Magazine, and a recognized Elite Agency award winner. We enable client success through the expertise of over 1000 employees based in Canada and more than 6,900 employees with over 310 offices globally.

Our expertise is matched by our commitment to each client’s goals and is enhanced by our investments in innovative technologies in the insurance brokerage and consulting space. To learn more, please visit https://nfp.ca/.

What’s In It For You

NFP’s PeopleFirst culture offers a multitude of benefits to employees and is a great place to call home.

• An environment approach that keeps the best interests of our staff and our clients in mind
• Annual bonus plan for all employees
• Matching RRSP plan of 5% of salary
• Referral Commission Plan
• Generous benefits plan including Health Care Spending Account starting on the first day of employment
• Full support for continuing education & internal opportunities to grow as an insurance professional to advance career
• Reimbursement of license fees and professional membership dues
• A global team of industry leaders focused on employee retention, client growth, industry innovation, and collaboration

Our employees are the foundation of our success.

NFP is a big company — a growing, inclusive team of individuals supporting each other’s passions and engaging with the community.

Building a diverse, collaborative and innovative team requires leadership, deliberate action, and ongoing measurement. We actively support the well-being of our employees with benefits and programs driven by recognition, community, financial wellness tools, development and inclusion, fostering personal and professional growth that keeps us moving forward.

Beyond our office walls, we’re dedicated to serving the community around us. Every day we make proactive choices to take care of the communities in which we live and work. We contribute to different organizations, including CIBC Run for the Cure, Autism Speaks, KRG Children's Charitable Foundation and many more. From charity drives and community service outings to other company-sponsored events, our employees donate their time and raise funds on behalf of great causes across the country.

Our business is built on the personal level. Whether it’s in our offices, on a call, out in the field or anywhere you can find us in the world, we’re starting the conversations that create a more secure future for everyone.

Accommodations are available on request for candidates taking part in all aspects of the selection process.