IT Analyst, Global Techbar

Company Description

Make an impact at a global and dynamic investment organization

When you join CPP Investments, you are joining one of the world’s most admired and respected institutional investors. With more than $600 billion in assets under management, CPP Investments is a professional investment management organization that globally invests the funds of the Canada Pension Plan (CPP) to help ensure it is financially sustainable for generations of working and retired Canadians.

CPP Investments invests across regions and asset classes to build a globally diversified portfolio. It holds assets in public equity, private equity, real estate, infrastructure, and fixed income, and the CPP Fund is projected to reach $3 trillion in assets by 2050. The organization is headquartered in Toronto with offices in Hong Kong, London, Mumbai, New York City, San Francisco, São Paulo, and Sydney.

CPP Investments successfully attracts, selects, and retains talented individuals from top-tier institutions worldwide. Join our team for access to:

• Stimulating work in a fast-paced and intellectually challenging environment
• Accelerated exposure and responsibility
• Global career development opportunities
• Diverse and inspiring colleagues and approachable leaders
• A hybrid-flexible work environment with an emphasis on in-person collaboration
• A culture rooted in principles of integrity, partnership, and high performance
• An organization with an important social purpose that positively impacts lives

If you have a passion for performance, value a collegial and collaborative culture, and approach work with the highest integrity, invest your career here. 

Job Description

Job Summary and Purpose

As a Global techbar IT Analyst, you will leverage advanced technologies and industry best practices to manage and resolve all assigned tickets, provide desktop support, manage IT assets, and contribute to project delivery. Your job is essential in ensuring seamless IT operations and exceptional Quality of Service. You will aim to resolve incidents and request tickets within 24 hours, maintain proactive follow-up with clients, and utilize cutting-edge tools and methodologies to enhance service efficiency and client satisfaction.

Team Description

The Global Techbar team provides top-notch technical support and customer service across all our corporate offices, including San Francisco. We have a strong presence in various regions, ensuring consistent and quality service delivery. Our team focuses on managing employee technology issues, enhancing customer relationships, and supporting various IT projects to maintain productivity and efficiency. This role is specifically for our San Francisco office, with our Head Office located in Toronto.

Accountabilities 

• Provide Multi-Channel IT Support - Deliver technical support through phone, self-service portals, chat, and walk-ins, ensuring a seamless and consistent customer experience.
• Manage IT Service Requests and Incidents - Log, track, and resolve service requests and incidents, ensuring accurate documentation in the ticketing system.
• Oversee IT Asset Lifecycle - Manage the entire lifecycle of IT assets, from procurement to disposal, using automated systems to ensure accurate tracking and reduce errors.
• Build and Maintain IT Equipment - Set up, test, deploy, and recover desktops, laptops, and peripherals to maintain a reliable IT infrastructure.
• Streamline User Account Management - Handle user setups, changes, and deactivations in Active Directory, Office 365, and other systems to ensure smooth onboarding and offboarding processes.
• Support Remote and Hybrid Work Environments - Manage virtual desktop infrastructure (VDI) and ensure seamless user experiences across different workspaces.
• Enhance Knowledge Sharing - Maintain and update internal and end-user knowledge bases, ensuring they are comprehensive, accurate, and accessible.
• Deliver Training and Empower Users - Conduct regular training sessions and workshops to enhance technical proficiency and reduce ticket demand by promoting self-service solutions.
• Promote Operational Excellence - Suggest improvements to the Techbar service, including physical space enhancements and self-service resources, to empower users to resolve common issues independently.
• Coordinate Desk Moves and IT Logistics - Plan and execute user desk moves using automated scheduling tools to minimize disruption and ensure efficiency.
• Foster Customer Relationships - Build strong relationships with staff to understand their needs and improve IT service delivery.
• Communicate Effectively - Report project and issue statuses clearly to stakeholders, ensuring alignment and transparency.