Service Desk Analyst (12 month contract)

About AGF

Founded in 1957, AGF Management Limited (AGF) is an independent and globally diverse asset management firm. Our companies deliver excellence in investing in the public and private markets through three distinct business lines: AGF Investments, AGF Capital Partners and AGF Private Wealth. AGF brings a disciplined approach, focused on incorporating sound, responsible and sustainable corporate practices. The firm’s collective investment expertise, driven by its fundamental, quantitative and private investing capabilities, extends globally to a wide range of clients, from financial advisors and their clients to high-net worth and institutional investors including pension plans, corporate plans, sovereign wealth funds, endowments and foundations.

About the Role

The Service Desk Analyst (12 month contract) provides frontline IT service, access administration, and operational support during a defined coverage period. The role focuses on executing established Service Desk, Change, and Incident Management processes, ensuring timely request fulfillment, accurate access provisioning, and adherence to security, compliance, and audit requirements. This role is a contract for a maternity leave.

Key Responsibilities

Service Desk & User Support

• Serve as a primary point of contact for IT service requests and incidents via ServiceNow.
• Log, prioritize, and resolve service requests and incidents in accordance with defined SLAs.
• Communicate clearly and professionally with end users throughout the request lifecycle.
• Escalate issues to appropriate support teams when required.

User Access & Identity Management

• Process user onboarding, offboarding, and role changes.
• Provision, modify, and remove user access across enterprise systems (e.g., Active Directory and business applications).
• Perform password resets and resolve access related issues.
• Ensure access requests are completed accurately and in line with approval and security standards.

Change & CAB Support

• Participate in Change Management processes, including submission, review, and execution of standard and approved changes.
• Lead and support Change Advisory Board (CAB) meetings as required.
• Validate change documentation, approvals, and postimplementation updates in ServiceNow.
• Ensure change activities comply with governance and audit requirements.

Incident Management & On-Call Support

• Participate in on-call incident management rotations as required.
• Support incident triage, communication, and coordination during incidents.
• Assist with incident documentation, resolution tracking, and post incident follow-ups.

Audit, Compliance & Documentation

• Support access reviews and audit requests by gathering evidence and validating access records.
• Maintain accurate and complete ServiceNow ticket and change records.
• Follow established Service Desk and operational documentation and standards.

Contract Scope & Expectations

• Execution focused role following established processes and controls.
• No long term platform ownership or solution design responsibilities.
• Success measured by accuracy, SLA adherence, audit readiness, and operational reliability.

Your Qualifications

• 5+ years of experience in an enterprise IT Service Desk or user administration role.
• Handson experience with ServiceNow or a comparable ITSM platform.
• Working knowledge of Active Directory and access management concepts.
• Familiarity with Incident and Change Management processes.
• Strong attention to detail and clear written and verbal communication skills.
• Experience in financial services or a regulated environment.
• Exposure to CAB participation, access reviews, or audit support.

Compensation

The anticipated compensation range for this role is $70,000-80,000 annually, which represents base salary and, where applicable, variable compensation components (e.g., annual bonus, commissions, etc.). Actual compensation will be determined based on many factors such as role location, candidate experience / qualifications, market conditions, and internal equity.

AGF aims to offer a comprehensive and competitive total rewards package designed to support the success and well-being of our employees, which may include a combination of base salary, variable compensation, benefits, and retirement savings plans.

No unsolicited agency referrals please.

AGF is an equal opportunity employer committed to fostering an inclusive and accessible workplace. We welcome and encourage applications from individuals of all backgrounds, including women, Indigenous peoples, racialized persons, persons with disabilities, and members of the 2SLGBTQIA+ community.

We do not discriminate on the basis of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, disability, or any other status protected by applicable legislation.

We are committed to providing reasonable accommodations for applicants with disabilities throughout the recruitment process. If you require accommodation at any stage of the application or hiring process, please contact us at hr@agf.com so that appropriate arrangements can be made.

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