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. As a professional investment management organization, CPP Investments invests the funds of the Canada Pension Plan (CPP) to help ensure its financial sustainability 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 $3.6 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.

CPP Investments is recruiting for a full time** Analyst, Techbar** in the Technology & Operations 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.

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.

**Accountabilities**:

- Provide support through various channels including phone, self-service portal, chat and walk-ins, ensuring a seamless and consistent customer experience.
- Oversee the entire lifecycle of IT assets from procurement to disposal, ensuring accurate tracking and documentation.
- Utilize automated systems for real-time tracking of IT assets, reducing manual errors and improving inventory accuracy.
- Maintain and update an internal & end user knowledge base, ensuring it is comprehensive, accurate, and easily accessible to all team members as well as end users.
- Conduct regular training sessions and workshops to enhance the technical proficiency of the team as well as end users to promote continuous learning and drive a reduction in ticket demand for Techbar.
- Streamline user setups, changes, and deactivations in Active Directory, O365, and other systems, ensuring a smooth onboarding and offboarding process.
- Support remote and hybrid work environments by managing virtual desktop infrastructure (VDI) and ensuring seamless user experiences across different workspaces.
- Coordinate and participate in user desk moves, utilizing automated scheduling tools to minimize disruption and ensure efficient relocations.
- Develop and maintain self-service portals and resources to empower users to resolve common issues independently.
- Manage incidents and service requests effectively, ensuring all relevant information is captured accurately in the ticketing tool.

**Qualifications**
- Undergraduate degree or college diploma in Computer Science, Information Technology, or a related field.
- Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate.
- Proven experience in software and hardware asset management, including the use of asset management tools and workflows.
- Proficiency in imaging software such as SCCM, Altiris, or similar tools.
- Experience with Microsoft Active Directory, O365 suite (Exchange Online, Teams, OneDrive, Intune), mobile device management, VPN/network configurations, and various end-user software.
- Strong access management skills, including Active Directory and folder permissions.
- Solid experience with ITSM tools, preferably ServiceNow, for managing incidents, service requests, and change management.
- Advanced skills in Excel, including pivot tables, VLOOKUPs, charts, and data