Job Description

About Portage Mutual: Where Your Talent Makes a Difference
Imagine a workplace where your contributions are not only valued but also directly impact the lives of Canadians. At Portage Mutual Insurance, we’re more than just a trusted national property and casualty insurer—we’re a community of passionate individuals dedicated to serving our policyholders since 1884. Owned by our policyholders, we proudly offer competitive home, auto, commercial, and farm insurance products 100% through our broker network across Canada. Join a company rooted in tradition, driven by innovation, and powered by a people-first culture.

Why Portage Mutual?
At Portage Mutual, we believe that our people are our greatest asset. Here, you’ll find:
• Total Rewards: We care about your well-being and financial security. That’s why we offer a competitive salary, incentive plan, comprehensive health benefits, a pension plan and generous paid time off, including personal days.
• Career Growth & Development: Propel your career forward with access to diverse learning resources, tuition reimbursement for relevant programs, and bonuses recognizing your achievements in pursuing insurance designations.
• Flexibility: We support work-life integration by offering a flexible environment where you can choose to live wherever you prefer in Canada. Enjoy the freedom to select remote, in-office, and hybrid work arrangements that best suit your lifestyle.
• Inclusivity and Belonging: Be a part of a supportive and diverse team that embraces your unique perspective and empowers you to succeed. We’re dedicated to creating a workplace where every employee feels welcomed, valued and respected.
• Making a Difference: Find purpose in your career by aligning with an organization that shares your values and is committed to making a difference in the communities we serve.

The Opportunity: Service Desk Analyst - I

As a Service Desk Analyst, you’ll play a crucial role in supporting our internal and external business customers by:
• Assisting internal and external business customers resolve issues with PMIC's systems, computer hardware, and software.
• Responding to customer inquiries or service requests, assesses problems and incidents with IT equipment, applications, and services, and help resolve these issues or requests in a courteous and timely manner.
• Having a proactive mindset and will research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors.

We’re looking for a technical problem-solving and collaborative team player who embodies our company values and is committed to providing top-notch service.

What You’ll Do:

• Provide Tier 1 support for end-user service and system inquiries and issues.
• Efficiently log and process incoming queries, service requests, and incident reports from the end-user, either by email, phone, or our service desk portal.
• Take detailed notes, determine steps to resolution, and manage the flow of incoming requests.
• Maintain and monitor incident/service requests in our ITSM tool (JIRA) while responding to issues in a courteous, timely, and appropriate manner.
• Troubleshoot issues and help determine business priority and severity, and escalate advanced incidents/service requests/problems to Tier 2 or Tier 3 support when required.
• Identify underlying causes of incidents, develop and support workarounds and final solution for known errors/defects to prevent recurrences.
• Create, edit, and maintain IT documentation. This includes common issues or service request FAQs, departmental best practices and processes documentation, as well as notices or self-help documents to distribute throughout the organization.

What You’ll Bring:
• 1-3 years experience in an end user support role.
• General Insurance Essentials (GIE) is required or willingness to work towards.
• College Diploma or University Degree in the field of Computers, Technology or Business, or equivalent combination of education and experience.
• ITIL certification complete or willingness to work towards.
• Demonstrate exceptional computer skills; including Microsoft Office Suite (Word, Excel and PowerPoint), as well as Office 365.
• Experience with Windows operating systems (7 and 10), Apple and Android devices, tablets, etc.
• Have the ability to train non-technical users on various technology solutions.
• Detail oriented, analytical and inquisitive.
• Demonstrated commitment to service excellence.
• Basic knowledge of generating process documentation.
• Ability to work independently and collaborate effectively in a team environment is required.

This position will mostly be in-office based in Winnipeg, Manitoba with potential opportunity for some hybrid flexibility.
The targeted pay range for this position in the following location is:
Canada – Manitoba: $53,400 - $66,800 CAD / Annual
Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role and level. The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.
Portage Mutual uses artificial intelligence and automations in its recruitment practices for activities that may include searching for qualified candidates, screening applications, preparing interview questions, recording interviews, drafting transcripts and other administrative tasks. AI is never used for decision making purposes.
Ready to Make an Impact?
If you’re seeking a rewarding career with a company that values its employees and is committed to making a difference, we invite you to apply! If you have the qualifications we are seeking and would thrive in a work environment where you are valued and respected, please apply!
Portage Mutual Insurance is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process. If you require accommodation because of a disability, we will work with you to meet your needs. If you are selected for an interview and require accommodation, please advise the HR representative who will consult with you to determine an appropriate accommodation.
Please submit your resume and cover letter!
We thank you for your interest in Portage Mutual Insurance, however, only those selected for an interview will be contacted. (No agencies please).