Provide day to day front line user support and diagnostics for desktop hardware/software concerns as well as application questions for assigned business units and/or client groups.
Join Northbridge, a growing dynamic company that has a long and rich Canadian history in providing innovative insurance solutions to customers nationwide.
Northbridge Financial Corporation is a leading commercial property and casualty insurance company that’s been helping protect Canadian businesses for more than 90 years. We’re 100% Canadian!
We offer a wide range of creative solutions to our customers through our Northbridge Insurance, TruShield Insurance and Federated Insurance brands where we strive to create a fair and friendly culture, upheld by the foundation of our five corporate values: respect, passion, connectedness, creativity, and excellence.
By continually striving to challenge the status quo, and by focusing on helping the customers we have the privilege of insuring achieve the possibilities of their business, we’ve been able to build our reputation as one of Canada’s largest commercial insurance providers.
To help us continue to build on this success, we’re committed to attracting, developing and retaining the best people.
Be part of a team that’s passionate about making a difference every day, fuelled by our entrepreneurial spirit and where everyone owns a part of our success. Our company has had an amazing journey so far, and our future is full of new possibilities!
Our Vancouver office is located near the waterfront in downtown Vancouver. A world renowned urban centre boasting beautiful scenery, plus proximity to shopping and dining, Vancouver also offers the possibility of endless adventures for outdoor enthusiasts of all types. Our office is easily accessible by car, public transit, or even by bicycle. As a national property and casualty commercial insurance provider, we also have offices across Canada.
Our National IT Team is looking for a Client Services Analyst to provide day to day front line user support and diagnostics for desktop hardware/software concerns as well as application questions for assigned business units and/or client groups. The Client Services Analyst will also be responsible for creating network identification and establishing system access for new employees as well as the decommission of access for departing employees. In addition, the Client Services Analyst will support technology projects, deliver reliable and efficient infrastructure services and define and operationalize service standards for all common infrastructure services, including ongoing opportunities for cost/process improvement.
Provide timely and effective service and support to assigned business units and/or client groups:
Respond to incoming Identity work queues (ServiceNow tickets, Email)
Complete Offboarding and Onboarding tasks in accordance with established processes and service levels
Assist with implementing RPA (robotic process automation) to improve operational efficiencies within IT for repetitive processes and requests (i.e. onboarding, offboarding, etc.)
Handle routine and non-routine queries for a wide variety of technologies (hardware and software) and application questions
Investigate and respond to any escalated service concerns
Assist in diagnosing and repairing malfunctioning equipment
Investigate costs and obtain competitive quotes for software/hardware purchases as required
Initiate repair and installation requests with external service providers
Conduct informal user training sessions for a variety of hardware/software technologies
Install and maintain computer equipment, peripheral hardware and software:
Prepare and install all equipment and software for new and existing users
Administer network login id’s, passwords, and user/rights management
Participate in implementations, enhancements, and modifications of new hardware and software rollouts, including customizations and informal user training
Assist day to day operations and administration:
Carry out regularly scheduled activities
Identify, document, and recommend improvements in work processes
Assist with regular audit reports and participate in audit activities as required
Investigate and recommend changes or upgrades to hardware/software/applications as required
Develop, maintain, and produce service/support reports and documents as required
Assist in the creation and maintenance of technical and process documentation
Develop and maintain a knowledge and understanding of company operations/ procedures, and insurance industry trends/developments, to contribute to quality customer service and support
Participate in projects as required.
Participate in the execution of project plans for the rollout of technologies and server upgrades
Document time estimates, work breakdown structures and project task lists (Service Now)
Monitors and adheres to project plans and deadlines
Other duties as required.
Post-secondary school education in related field and/or equivalent combination of education and experience.
Minimum 1- 3 years of experience in Information Systems Support or related position
Knowledge of and proven ability to install/maintain computer hardware/software with knowledge of Operating Systems (Windows 7, 8 and 10), Microsoft Office Suite, Various Printers, C-Plus, AS/400, Backup Utilities, Abode Acrobat, VPN, Connectivity, Office ad-ons, Macros, etc.
Advanced troubleshooting knowledge of MS Office suite of products
Intermediate proficiency with MS Word and Excel
Knowledge of user administration for the Avaya telephone system
Microsoft Certification (MCSE, MCP) an asset
Insurance industry experience an asset
Project Plan experience an asset
Fluently Bilingual (English / French) would be considered an asset
The ability to accommodate some shift work, weekend or evening work
Strong customer service orientation that includes quick and accurate resolution of day to day problems and issues
Ability to communicate effectively with users and management
Excellent interpersonal skills with the ability to work as a team member
High attention to detail
Ability to resolve routine/minor conflicts and knowing when to escalate
Demonstrated ability to prioritize work based on company need
Ability to manage multiple desktop projects, to set own daily work priorities and achieve them
Demonstrated commitment to ongoing professional and technical development
Northbridge Cares program – volunteer day and donation matching
Generous paid time off, including personal days. Flexible work hours as well as early departure opportunities
Flexible Group Benefits Plan – medical, dental, insurances
Defined Contribution Pension Plan + Optional Group RRSP
Northbridge Employee Share Purchase Plan
Education Assistance Program
Employee Assistance plan
Staff Insurance - discount on home, automobile and pet insurance
Plus, the opportunity to contribute to the success of Northbridge through sharing your knowledge and experience while learning from others!
Northbridge welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Interested, qualified candidates are encouraged to apply below.
All offers of employment are conditional upon satisfactory background and reference checks, including a criminal record check, credit check, and employment and educational verifications.