About Insurance Bureau of Canada

Insurance Bureau of Canada (IBC) is the national industry association representing Canada's private home, auto and business insurers. Its member companies make up the vast majority of the property and casualty (P&C) insurance market in Canada.

For more than 50 years, IBC has worked with governments across the country to help make affordable home, auto and business insurance available for all Canadians.

IBC supports the vision of consumers and governments trusting, valuing and supporting the private P&C insurance industry. It champions key issues and helps educate consumers on how best to protect their homes, cars, businesses and properties.

Summary

Located in North York, the position is within the Service Desk function. The primary purpose of the role is to carry out Desktop Support as well as some 1st level Service Desk tasks as required (taking calls, responding to Service Desk emails from internal and external users and logging / routing tickets in providing the Service Desk service for IBC. The role has a significant role in providing support over the phone or remote support for desktop, desktop software, printers, and fax support. The role also requires on site presence (at least 2 days a week) for the building of laptops and laptop / peripherals inventory management. The incidents and service request will initiate from both internal (approx. 330 users) and external clients (40,000 users). The service provision is from 7AM to 7PM Mon-Fri and excluding statutory holidays.

Duties and Responsibilities

Provide over the phone Computer Desktop Support (hardware and software related)
Provide remote support for all users as needed
Build and deploy laptops on site as required including shipping to users remotely from the office
Assist in deploying security updates using GFI Languard and Microsoft SCCM
Assist in desktop installations and upgrades
Resolve error messages that indicate both hardware and/or software problems
Troubleshoot network connectivity problems
Deal with issues on hand held devices: iPhone, Android.
Maintain the Service Desk email and ticket queues
Acknowledge and react/support/resolve desktop related Cyber Security alerts and reported threats and incidents per the Incident Management process
Log and respond to Service Desk emails and calls from external clients (relating to Web Apps)
Provide 1st level support for internal clients for applications (account access issues, permissions, browser issues)
Provide first level phone support for workstation, network, and application issues for internal users
Provide communication channel between the different departments to ensure problem resolution

Experience / Qualifications

1-3 years in a similar position proving telephone, email and remote support. Strong customer focus. Communicate and support customers/users effectively in English (French a bonus).
1-3 years Level 1/2 technical support experience Windows 10, Edge/IE/Chrome browser, network and logon connectivity, MS Office, Common off the shelf application (e.g. Acrobat), MS Teams (bonus)
1-3 years Desktop support – laptop builds, inventory management, setting up new users on laptops / phones
General knowledge of networking
Cyber awareness – Awareness / knowledge of phishing emails, virus scans and event log troubleshooting
1-3 years experience working with industry standard Service Desk software and a remote desktop tool: call logging, routing and resolution procedures
1-3 years experience supporting online business applications for creating and maintaining user access for a large user base (10,000 plus users).
Microsoft certification, ITIL or similar accreditation a bonus
Strong troubleshooting experience with users to be able to understand and document the problem, adding and maintaining user access to applications, following Strong knowledge from a user’s perspective of Microsoft Windows 10 OS, Desktop software - MS Office

This position qualifies under the Employee Referral Program.

IBC is committed to providing reasonable accommodations for people with disabilities. Applicants need to make their needs known in advance.

IBC is proud to be an equal opportunity employer. Alongside a commitment to excellence, IBC is also committed to building a diverse working environment with hiring practices that encourage diversity in all its forms, including race, gender, sexual orientation, religion and ethnicity, among others.

Job Type

Contract (6 months)

Location

2235 Sheppard Ave East, Toronto & 777 Bay St, Toronto/Hybrid

Posting Date

Jun 29, 2023

Please send résumé to

IBC Human Resources Department

E-mail:careers@ibc.ca

Insurance Bureau of Canada

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