Service Desk Analyst

About AGF:
Founded in 1957, AGF Management Limited is an independent and globally diverse asset management firm. AGF brings a disciplined approach to delivering excellence in investment management through its fundamental, quantitative, private capital, and high-net-worth businesses. Our suite of diverse investment solutions extends globally to a wide range of clients, from individual investors and financial advisors to institutions, including pension plans, corporate plans, sovereign wealth funds, endowments and foundations. Our commitment to the principles of good stewardship and responsible investment is a positive differentiator for AGF. We believe integrating Environmental, Social and Governance (ESG) issues into our investment decision-making and ownership practices across platforms will help deliver better investment outcomes to our clients.
About the Team:
AGF’s Service Management team provides a strategic approach to the creation, delivery, support, and management of IT services to the firm.
About the Role:
The Service Desk Analyst will support AGF’s enterprise Information Technology Service Management Program.
Your Responsibilities:
  • Act as AGF’s Service Desk lead and perform the related functions.
  • Act as the initial service point-of-contact with AGF’s IT Service Provider.
  • Support the following Service Management functions.
    • Asset, Change, Incident and Problem Management.
  • Create and maintain documentation for service desk activities.
  • Assist with the planning and implementation of IT Service Management processes, software, and tools to optimize IT service delivery and reduce costs.
  • Conduct IT service quality assurance.
  • Participate in team meetings to discuss to incidents/issues.
  • Assist with the root cause analysis of problems & incidents and development of resolution plans.
  • Provide support for new releases and deployments.
  • Provide on-call/after-hours support.
Your Qualifications:
  • 2-3 years ITSM experience.
    • Experience with ServiceNow is a plus.
    • ITIL certification is a plus.
  • Excellent communication, collaboration, and facilitation skills.
  • A demonstrated ability to work effectively in a team environment across all departments and in a hybrid work environment.
  • On-call/after-hours support is a requirement.
  • Post-secondary education is preferred.
No unsolicited agency referrals please.
AGF is an equal opportunity employer. AGF welcomes and encourages applications from people with disabilities. Accommodations are available on request in all aspects of our recruitment and selection process. It is the Company’s policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best qualified person for the job. AGF does not discriminate against applicants based on race, color, religion, sex, national origin, or disability or any other status or condition protected by applicable legislation.

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