Why Meridian?
At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.
Factor us into your next career opportunity. We want you to grow with us and have an experience that’s different. This is a place where you can expect the unexpected.
Find our story here: About Meridian
The role: As a Client Services Analyst at Meridian, you will provide hands-on technical support for end-user devices, applications, peripherals, collaboration tools, and workplace technology across Meridian's branch and corporate environments. This role serves as the primary support resource for incidents and service requests escalated from the Service Desk that require deskside assistance, advanced troubleshooting, device support, or onsite intervention.
Reporting to the Senior Manager, IT Support Services and working under the guidance of Senior Client Services Specialists, the incumbent is responsible for incident resolution, service request fulfillment, device deployment, endpoint configuration, technology refresh activities, and asset lifecycle management. The role supports the delivery of reliable, responsive, and member-focused IT services while ensuring a positive end-user experience and adherence to established service, security, and operational standards.
In addition to providing technical support, the Client Services Analyst plays an important role in identifying recurring issues and operational challenges across the environment. The incumbent is expected to monitor ticket trends, identify patterns affecting users, and provide incident trend information, observations, and recommendations to Senior Client Services Specialists and leadership to support problem management, continuous service improvement, and proactive technology planning.
This position provides an excellent opportunity to develop technical expertise in endpoint management, enterprise support practices, asset management processes, workplace technologies, and customer service excellence while contributing to the overall effectiveness and reliability of Meridian's technology services.
Key Responsibilities
Technical Support and Incident Resolution
- Resolve assigned end user incidents and service requests related to laptops, desktops, monitors, printers, mobile devices, collaboration tools, and standard business applications.
- Provide remote and on-site troubleshooting support for branch and corporate users, escalating complex issues to senior End User Computing team members when required.
- Record troubleshooting steps, resolutions, asset updates, and user communications accurately in ServiceNow to support knowledge sharing and service continuity.
Project Work
- Support EUC projects and technology refresh activities by preparing devices, validating configurations, coordinating user appointments, and completing assigned implementation tasks.
- Assist senior team members with project documentation, status tracking, testing, and user communications to help ensure work is completed accurately and on schedule.
Client Deployments
- Assist with the packaging, testing, and deployment of approved applications, updates, and endpoint configuration changes under established procedures.
- Monitor assigned deployment tasks, validate successful installation where required, and escalate issues that may impact users or service availability.
- Follow documented release and change processes to support reliable delivery of endpoint software and configuration updates.
Client Vulnerability Remediation
- Support endpoint vulnerability remediation activities by identifying assigned devices, applying approved updates, and confirming remediation steps have been completed.
- Assist with patching, software updates, and device compliance tasks using approved tools and procedures.
- Escalate security or compliance concerns to senior EUC and cybersecurity team members for review and resolution.
- Maintain accurate notes regarding remediation actions, affected assets, and user follow-up activities.
On-Site Support
- Provide on-site support at Meridian corporate offices and other assigned locations, assisting employees with hardware, software, peripheral, meeting room, and connectivity issues.
- Prepare, deploy, replace, ship, receive, and troubleshoot end user equipment in alignment with IT asset management and support procedures.
- Assist with support for executives, meeting rooms, and high-priority users as assigned, ensuring issues are handled professionally and escalated appropriately.
- Provide clear guidance to users on standard tools, device use, and basic troubleshooting steps to reduce repeat incidents and improve the user experience.
Vendor Management
- Coordinate with approved vendors and internal teams for hardware repair, warranty service, shipping, receiving, and equipment replacement activities.
- Follow established procurement, asset, and vendor engagement processes while escalating service concerns to senior team members or management.
Continuous Improvement
- Identify recurring issues, documentation gaps, and opportunities to improve end user support processes, sharing recommendations with senior team members and management.
- Contribute to knowledge articles, support checklists, and standard operating procedures for common EUC tasks.
- Participate in team discussions to support consistent use of ServiceNow, Intune, SCCM, and related endpoint management tools.
- Support approved change activities by completing assigned tasks, testing steps, and implementation notes as directed.
Knowledge, Skills, and Abilities
- Foundational knowledge of troubleshooting end user systems, peripherals, mobile devices, collaboration tools, and standard software applications.
- Strong customer service, communication, and interpersonal skills with the ability to support users professionally and patiently.
- Ability to follow documented procedures, manage assigned work, prioritize competing requests, and escalate issues appropriately.
- Working knowledge of Windows11, Microsoft 365, Teams, printers, laptops, mobile devices, and common enterprise endpoint technologies.
- Exposure to or willingness to learn Intune, SCCM, Azure Active Directory, ServiceNow, endpoint configuration, and device compliance processes.
- Basic understanding of IT asset management practices, including device assignment, return, replacement, shipping, receiving, and inventory accuracy.
- Ability to document support actions clearly and contribute to knowledge articles and support documentation.
- Demonstrated willingness to learn new technologies, accept coaching, and develop technical capability within the End User Computing function.
- Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience.
Education, Designations, Training, and Experience
- Post-secondary education in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant experience.
- 3 to 5 years of experience in IT support, service desk, desktop support, end user computing, or a related technical support role.
- Experience supporting Windows devices, Microsoft 365 applications, printers, mobile devices, and common workplace technologies is preferred.
- ITIL Foundation, Microsoft, CompTIA A+, or other relevant technical certifications are considered an asset.
- Willingness and ability to provide occasional support outside regular business hours when required for planned work, incidents, or business needs.
- Ability to travel to Meridian corporate or branch locations as required to support end user technology needs.
Competencies
- Member Focus - Personally demonstrating that our Members are our highest priority.
- Proactive - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service.
- Open Communication - Engaging in honest and transparent dialogue to develop mutual understanding, trust and cultivate deeper relationships.
- Business Savvy - Continuously acquiring the knowledge needed to do one’s job to the fullest, using internal or external resources and applying the knowledge productively.
- Partner Orientation - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals.
- Integrity - Doing the right thing by always acting with openness, honesty and respect.
- Learning Agility - Actively seeks feedback, learns from experience, and builds technical knowledge to support ongoing development.
- Team Collaboration - Contributes to a positive team environment by sharing information, supporting colleagues, and working collaboratively to deliver reliable service.
This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.
Salary Range: $52,000.00 to $78,000.00 CAD
Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.
Office Location: 5 days on-site at our Toronto Corporate Office with the ability to travel to our St. Catharines office as needed.
Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of one day per week in the office for purposeful meetings to collaborate, innovate, and build effective relationships with your team, your colleagues, and your leader, which is important to us.
What’s in it for you?
- We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success.
- We provide you with the tools and technology needed to delight your candidates and clients.
- You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations.
- Hybrid work arrangements with in-person office time to collaborate, innovate, and build relationships with your colleagues.
- This is not your typical “corporate” job. We work hard and we have fun!
Build the Future of Banking with Us
At Meridian, we’re not just adapting to the future - we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we’re looking for team members who bring:
- Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working. Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
- Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
- Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
- Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.
Experience the Difference!
Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Meridian Credit Union.
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