IT Analyst

CPP Investments is recruiting for a full time IT Analyst, Global Techbar in the Digital Transformation group. This position provides hands-on technical support, addressing all problems ensuring delivery of consistent, quality customer service across the whole organization. This position also focuses on building, maintaining, and enhancing customer relationships to help understand the needs of staff and position both team and departmental response.

CPP Investments invests in diverse set of assets across several developed and emerging markets. As such, we strive to be a world class IT Services Team for our investment professionals in all our corporate offices. Our goal is ensuring the productivity of our CPP Investments colleagues by providing best in class computing devices, applications, systems, and service.

You are great at:

• Owning and managing employee technology problems/tickets from start to finish.
• Managing tasks and resources relating to projects and service support tickets
• Delivering clear and concise support documentation, identifying areas of inefficiency, and recommending changes
• Critical Thinking: Identifying risk and problems and recommending solutions into complex situations.
• Creativity: Providing ideas and suggestions clearly and concisely
• Building Relationships: Building networks with people in your and other business areas and work together to deliver results.
• Regularly reporting the ongoing status of projects and activities as assigned
• Effectively communicating, managing, and escalating of issues
• Providing End-user training (virtual and in-person where necessary) to ensure IT processes and expectations are communicated and met.
• Processing of user account creation / modifications & terminations for various systems
• Building, testing, deploying, and recovering of desktops and laptops and ordering of IT equipment and peripherals
• Log service requests, incidents, problems, improvements, and feedback
• Highly organized to deliver on commitments with an ability to prioritize multiple projects and tasks in a fast-paced environment.
• Capable of handling a challenging, real-time environment with strong and quick on-site troubleshooting capabilities, able to problem solve and leverage skills to ensure swift resolution to problems.
• Increasing productivity by removing barriers/issues in the day-to-day technology that our clients use
• Contributing to the techbar service brand by suggesting ideas to improve the physical space for the techbar or how the techbar interacts with CPP Investments team members.
• Striving for operational excellence

Requirements

If you possess the following, we’d like to hear from you:

• Post-secondary education in Computer science / Information Technology.
• Minimum 5 years of experience providing IT support in a corporate environment (preferably within finance sector).
• Customer service orientation and interpersonal skills.
• Ability to interface confidently with executive and internal customers.
• Strong independent problem solving and decision-making abilities.
• Ability to work individually as well as contribute in a global team environment.
• Proficient with all Windows operating system software and hardware.
• Strong Working Knowledge of Office 365 suite and Windows 10 environment.
• Advanced troubleshooting for all types of technical service requests and issues involving personal computers, network, smartphones / tablets, AV systems, enterprise applications / systems.
• Form positive working relationship with CPP Investments’ team members across the globe.
• A high degree of empathy and a willingness to bring all CPP Investments’ users toward successful adoption of IT supported programs.
• A person who can translate technical concepts and terms into everyday language and something simple for people to understand.
• Flexible to travel between New York city and San Francisco when required.
• Have personal interest in technology driving to learn new technologies.
• Personal behaviours are aligned to the CPP Investments’ guiding principles and IT principles.
• Driven to make a positive difference within the CPP Investments’ community.
• Approaches CPP Investments’ staff in a friendly manner to build solutions for end users.
• Has a passion for customer service and wants to exceed expectations.