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Reporting directly to the Associate Director, User Device Management Analyst (Analyst), will ensure proper end-user computing operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the hardware level for any device including (but not limited to) desktops, printers, mobility units (iPhones, tablets), laptops or any other mobile devices.
The Analyst offers exceptional personal computing support to staff across a wide range of products and services, primarily through service counter, phone, email and remote support tool contact, and through in-person visits. A successful candidate will show strong technical and professional skills, and provides world-class customer service in a high-touch environment. They resolve customer service requests by providing timely, high-quality resolutions on first contact and refer those they cannot resolve quickly or remotely to other technology teams after ensuring they are properly documented and prioritized.
RESPONSIBILITIES
Strategy & Planning
Evaluate documented resolutions and analyze trends for ways to prevent future problems and implement solutions as appropriate.
Alert management to emerging trends in incidents and propose solutions
Operational Management
Provide Level I & II Support when requested
Act as an escalation point for advanced or difficult help requests
Escalate issues (when required) to GCS management
Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and FAQ resources via available resources to aid in problem resolution
Perform hands-on fixes at the device level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Perform preventative maintenance on end-user compute devices
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow ups with users as required and record actions taken against the service ticket created
Develop help sheets and FAQ lists for end users
Reinforce SLAs to manage end-user expectations
Responsible for the installation of existing desktop software/hardware and operating systems
Ability to multi-task with ongoing projects and day to day support
Experience with A/V equipment, use, setup and assisting users with calls to the meeting room
Acting as a liaison for the UDM team with HR and escalating if required for new hires and terminations
Perform IMACs as required e.g. office desk moves etc
Support of global offices for escalations and projects including UK, Asia, Australia, and North America
Ensure all Incidents and Service Requests are logged into the ITSM system
Knowledge & Experience
Strong understanding of Mobile (Apple, and other android devices) and Service Desk procedures and standards with a strong customer service focus
Proficient knowledge of Computer/Network systems and related hardware/software
In-depth knowledge of current standard desktop software and hardware, including operating system (Microsoft Windows (Win 10/11), macOS 13.x, M365 etc
Extensive application support experience
Working knowledge of a range of diagnostic utilities
Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Personal Attributes
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly, business-friendly, and technical languages
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment. Must be detail-oriented, punctual, disciplined, and be a strong team player willing to contribute to the team effort
Exceptional customer service orientation. Exceptional interpersonal skills, with a focus on relationship-building, listening, and questioning skills
Proven analytical and problem-solving abilities with sound documentation skills
Ability to effectively prioritize and execute tasks timely, within a fast -paced environment
Strong communication skills with good writing abilities
Physical requirements: able to carry and move computers, printers, screens and other computer related material
Formal Education & Certification
College Diploma or University Degree in Computer Science, Business or equivalent
We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 4 days per week.
As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.
From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.