Technology Specialist, Service Desk

Equitable is a Canadian mutual company dedicated to putting people first and helping Canadians prepare for the future. They are seeking a Technology Specialist, Service Desk to support and enhance technology solutions and infrastructure, ensuring a reliable service experience for end users. The role involves incident management, troubleshooting, and collaborating with IT and business teams to improve technology services.

Responsibilities

• Deliver end‑user incident and request management services to ensure users are able to effectively operate technology products and services
• Act as a primary point of contact for service requests and incidents, coordinating with internal IT teams as needed to ensure timely and effective resolution
• Manage, track, and escalate service requests and incidents through the enterprise service management platform to support consistent service delivery
• Perform hands‑on troubleshooting, maintenance, upgrades, and replacement of end‑user hardware and application software as required
• Collaborate with Business and IT partners on the delivery, quality management, and ongoing support of shared infrastructure systems and applications
• Work with internal and external teams to identify recurring issues, support root‑cause analysis, and implement solutions that improve system stability and user experience
• Support the implementation and adherence to corporate IT policies, standards, procedures, and governance practices related to service desk operations
• Assist in maintaining and updating internal processes, workflows, and quality management documentation
• Review systems, tools, and support processes to identify opportunities for workflow improvements and increased operational efficiency
• Monitor the performance, availability, and utilization of supported technologies to help ensure service reliability and continuity
• Provide guidance and support to end users and peers to enable effective use of technology solutions and tools

Skills

• Post‑secondary education or an equivalent combination of education and experience in computer science, computer systems engineering, software engineering, or a related discipline
• Experience delivering end‑user incident and request management services, with a strong focus on client satisfaction and effective use of technology products and services
• Working knowledge of enterprise IT service management and ticketing tools, including call management, escalations, performance tracking, and process integration
• Experience supporting Microsoft Windows desktop environments, Microsoft 365 productivity and collaboration tools, and end‑user hardware such as desktops, laptops, and audio‑visual technology
• Understanding of IT service management practices, particularly Incident, Request, and Problem Management
• Client‑focused mindset, demonstrating professionalism, empathy, and a commitment to resolving inquiries efficiently, ideally at first point of contact
• Growth mindset with a solution‑focused approach, including a willingness to challenge existing processes, seek feedback, apply learnings, and contribute to continuous improvement and innovation
• Strong interpersonal and communication skills, with the ability to share knowledge, provide constructive feedback, adapt to diverse working styles, and synthesize information for different audiences
• Ability to adapt to changing priorities, maintain a positive approach under pressure, and adjust to new information or evolving requirements
• Strong critical reasoning and judgement skills, including the ability to make timely decisions, manage competing priorities, and act in accordance with established policies and procedures
• Demonstrated ownership, accountability, and leadership through day‑to‑day work, including escalating issues appropriately, recognizing others' contributions, and leading by example
• Commitment to continuous learning, including working toward relevant technical or industry certifications

Benefits

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Allowance provided in place of vacation pay and benefits
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach

Company Overview