Bilingual Service Desk Analyst

CI Investments Inc - Toronto, ON (30+ days ago)

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CI Investments is one of Canada’s largest investment management companies. It offers a wide range of investment products and services, and is on the Web at CI is a subsidiary of CI Financial Corp. (TSX: CIX), an independent, Canadian-owned wealth management firm with $172.5 billion in fee-earning assets as of October 31, 2018.

POSITION: Bilingual Service Desk Analyst
LOCATION: Toronto, ON (M5J 0A3)
STATUS: Full-time


We are currently seeking a Bilingual Service Desk Analyst to join our Service Desk team. In this role, the successful candidate is expected to provide technology related support and problem resolution to all employees of CI Financial and its subsidiaries, including Assante and Stonegate financial advisors and branch staff. This individual will assist users in a timely manner while maintaining a high standard of quality and service.


Handle inbound telephone and email inquiries as well as some desk side support for all user hardware, software applications and platforms
Deliver a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
Log requests, follow up on outstanding items, and provide instructions and status updates to users in a clear, professional manner (written and verbal)
Maintain knowledge and help keep internal resources about the various systems and mobile devices used on a regular basis up to date
Investigate and resolve issues using internal resources as well as conducting research from sources publicly available (i.e. internet sources)
Determine scope of user issues and escalate to applicable team when appropriate
Prioritize and manage multiple requests based on urgency and scope of the issue
Occasionally assist with desk moves


Bilingual in English and French
University degree/college diploma or equivalent in an IT related discipline
Previous experience in a technology-related and customer-service role
Understanding of and/or previous experience in the financial services industry
Previous experience using a ticketing system to log incidents and service requests
A+, Network +, and/or ITIL certification an asset
Technical and practical knowledge of Windows and iOS operating systems, MS Office suite of products, and of PC, Apple and audio/visual hardware
Basic knowledge of networking – specifically TCP/IP, Ethernet and Windows networking as well as networking of printing systems
Good understanding of internet technologies (http, https, e-mail, VPN, etc.)
Basic knowledge of thin-client computing (e.g. vSphere, CITRIX, MS Terminal Server, VNC)
Familiarity Apple iPhone, iPad and Microsoft Surface Pro, as well as SCCM or other systems management software
Strong written and verbal communication, problem-solving, interpersonal, and organization skills
Ability to manage client expectations and be resourceful by actively listening and communicating in a friendly, professional manner when when investigating and resolving issues
Ability to prioritize and multi-task several requests in a short period of time


Rotating 8-hour shift, to cover 7:30 am to 8 pm support window
Rotating 24 hour on call shift, once every 8 weeks (approximately)
May require overtime depending on workload
Moderate physical labour required on occasion


Our dedication to the Employee Experience at CI is aimed at supporting, empowering and inspiring our talented team through:
Recognition & Compensation
Training & Development
Health & Well-being
Communication & Feedback

If you are a passionate, committed and dynamic individual, please submit your resume in confidence by clicking “Apply”.

Only qualified candidates selected for an interview will be contacted.

CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and we are committed to providing accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, or require this posting in an additional format, please contact us at, or call 416-681-4747. If you are contacted by CI regarding a job opportunity or testing and require accommodation in any stage of the recruitment process, please use the above contact information. We will work with all applicants to determine appropriate accommodation for individual accessibility needs.