Service Desk Specialist

The Insurance Institute of Canada

Department: IT

Reports to: Manager, IT Infrastructure Services

Job Summary: Provide end-users with technical support for software, application and hardware issues

About the Insurance Institute

The Insurance Institute is the premier source of professional education and career development for the country’s property and casualty insurance industry. Established in 1899, the Institute is a not-for-profit organization serving more than 39,000 members across Canada through 19 volunteer-driven provincial institutes and chapters. Over 20,000 of those members are students and more than 17,000 are graduates who have earned the Chartered Insurance Professional (CIP) designation or Fellow Chartered Insurance Professional (FCIP) designation. We are a founding memberof the Institute for Global Insurance Education (IGIE).

About the Team

The IT team is a small team of professionals who juggle day to day tasks with a mix of project related work. Our aim is to provide friendly, customer focused service efficiently. We are a collaborative team and support staff both at our national office as well as our remote offices. Because we are a small team, we need to be nimble, while maintaining quality.

Duties & Responsibilities

  • Provide friendly, efficient and helpful customer service and technical support as the first point of contact for hardware and software issues.
  • Rapidly resolve customer issues via telephone and desk side support
  • Assist with troubleshooting and implementation of computer related issues such as virus removal, password resets, account administration, software installs and hardware installs.
  • Identify, troubleshoot and resolve software and hardware problems of computers, printers, telephones and peripherals.
  • Document new processes as required
  • Find ways to reduce repetitious tasks
  • Maintain accurate records of completed and pending jobs using the ticketing system.
  • Follow policies and procedures and escalate issues appropriately
  • Complete other duties as assigned.



  • Post-secondary diploma in computer hardware/software or related field


  • One to three years’ experience working in a help desk role
  • Experience supporting Microsoft operating systems and applications


  • Must have a passion for solving problems
  • Excellent written and oral communication skills
  • Exceptional interpersonal skills
  • Strong documentation skills
  • Certifications in hardware / operating systems would be considered an asset

Vaccination Policy

Candidates will be expected to adhere to the Institute’s mandatory vaccination policy and provide proof of full vaccination for employment.

Employment Arrangement

This is a hybrid employment mode with 6 days per month working in-person in the office and the remaining days working from home.

The Insurance Institute welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. We thank you for your interest, however, only those candidates selected for an interview will be contacted.

TO APPLY: Qualified candidates please submit a resume and cover letter prior to December 14, 2022.

Job Types: Full-time, Permanent


  • Casual dress
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Flexible schedule
  • Life insurance
  • Paid time off
  • RRSP match
  • Tuition reimbursement
  • Vision care
  • Wellness program
  • Work from home

Flexible Language Requirement:

  • French not required


  • 8 hour shift
  • Monday to Friday

Application question(s):

  • Do you have a post-secondary diploma in computer hardware/software or related field
  • Do you have 1-3 years experience working in a help desk role?
  • Do you have experience supporting Microsoft operating systems and applications?

Work Location: Hybrid remote in Toronto, ON

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