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Jobs at Meridian Credit Union Limited Talent Network
Service Desk Analyst- 6 Month Contract
Job Description

Purpose of the Job:

As the central point of contact for Meridian Employees, the Service Desk is accountable to consistently deliver value-added, personalized support to Meridian Employees on a broad range of hardware and software services including user support and customer service requests for computer applications and platforms.

Key Responsibilities:

Problem Solving and Decision Making

  • Provide first level incident and request resolution at first call resolution (FCR) when possible
  • Provide an accurate and timely audit trail of all incidents and requests through our ticketing tool so that trends and patterns may be identified and considered by the Manager, Service Desk
  • Research and resolve incidents within the scope of the role and within prescribed timelines
  • Analyze repeat/frequently reported incidents with goal of introducing efficiencies into Service Desk INC Management process
  • Share INC and environment knowledge and insights with team through the creation of Knowledge Articles
  • Possesses an understanding of all technologies and business solutions at Meridian in order to be able to resolve issues and incidents within scope of role
  • Recommend and assist with implementing process and service improvements
  • Adhere to processes and service level agreements
  • Work independently, prioritizing a queue numerous client end-user demands.

Member Focus

  • Identify opportunities and recommend technology solutions that are mutually beneficial to our internal customers and Technology Services.
  • Resolve outstanding issues relating to technical issues, problems, incidents and requests within the scope of the role, minimizing interruptions and impacts to Member Service
  • Provide the highest level of quality service to all users through a conscious focus on call ownership and effective follow-up (when applicable).
  • Manage users’ expectations including providing timely responses to all concerns when applicable, or involving other resource support to bring matters to resolution as soon as possible
  • Maintain records of correspondence received and actions taken so that trending and pattern analysis may be performed in an effort to proactively identify solutions to recurring problems.
  • Triage issues by gathering the right information and routing the incident to the correct support team.
  • Maintain integrity of User Information in AD and Service Now
  • Remain informed of and educated on systems supported by Meridian IT with the goal of providing an increased level of FCR to Meridian Employees
  • Assist Opt 1 and 2 (Service Desk) and Tier 2 Technical team if called upon.

Partner Orientation

  • Initiates opportunities for collaboration and maintains productive relationships within the team and with the business to achieve shared goals
  • Key Relationships for this role are with the following groups: Meridian Employees, Contact Center, Option 1 (Service Desk), Tier 2 (End User Computing)

Knowledge, Experience and Skills:

  • Highly service oriented and customer focused – able to develop and maintain good working relationships with customers and peer partners
  • Demonstrated ability to effectively communicate with others (both written and verbal)
  • Strong analytical and problem solving abilities
  • Organized with ability to quickly prioritize and effectively handle critical issues as they occur or a number of competing priorities; move with agility from one task to another 
  • Seeks creative ways to get results; not bound by the limitations of conventional wisdom; find inventive, imaginative and resourceful ways to solve problems or create opportunities
  • Works well in a fluid environment; remaining flexible as situations change; is innovative and open to new ideas and ways of doing things
  • Utilize industry recognized methodologies: ITIL and COBIT within the scope of the role
  • 2 to 3 years of progressive Tier 1 experience in a centralized Service Desk environment
  • Computer Science diploma (or acceptable equivalent qualification or experience), with working knowledge of ITIL principles and practices
  • Able to act with confidence in their area of expertise; with a focus on continuous improvement
  • Strong working knowledge of Microsoft Applications
  • ITIL Foundation certification (an asset); willingness to work towards certification
  • Broad understanding of business solutions in use at Meridian
  • Possesses an understanding of Remote Connectivity
  • Strong working experience in web based products and web browsers
  • Knowledge of Banking Process & Procedures and applications
  • Ability and willingness to work for extended periods, non-business hours, weekends and holidays as required

Experience the Difference!

Thank you for your interest in Meridian Credit Union. Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Meridian is committed to providing accommodations for people with disabilities. Should you require an accommodation, we will partner with you to meet your needs.

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Job Requirements


Company Overview

Meridian is Ontario’s largest credit union, helping more than a quarter of a million Members grow their lives and businesses.

As a credit union, we are 100 percent owned by our Members. We work only for them, with profits returned to our Members in the form of the best products and services we can offer.

We get to know our Members so that we can proactively advise them on ways to save money, how to invest for the future and what financial solutions are in their best interest.

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