IT Care Analyst

Aviva plc; Markham; Hybrid; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid flexible work model

Health benefits

Annual bonus

Career development opportunities

Education assistance

Job summary

Aviva Canada is seeking an IT Care Analyst / Service Desk professional with experience in Windows OS, MS 365, Active Directory, and security fundamentals. The role emphasizes excellent customer service, problem-solving, and effective first-contact resolutions while provisioning user access and supporting Azure/Intune endpoints.

The position offers a hybrid work model with competitive compensation and benefits, and a focus on growth, training, and teamwork within a values-driven culture.

Qualifications

• 2–4 years of customer service experience in IT Service Desk.
• Experience troubleshooting Windows OS and Microsoft 365 applications.
• 2–4 years in IT Service Desk environments.
• 2–5 years working with Active Directory and Azure.

Responsibilities

• Resolve first-contact issues with minimal escalation and provide solutions/workarounds.
• Provision and sanction access to user accounts; document issues clearly for escalation.
• Remote troubleshooting of Windows OS, M365, VPN, printers, and devices.
• Support MS Azure and Intune endpoints; assist MFA processes.
• Deliver strong customer experience and clear communication with internal and external partners.

Skills

Customer service

Windows OS

Microsoft 365 (O365)

Active Directory

Azure

Intune

MFA

Networking basics

Communication

French (conversational)

Tools

Intune Company Portal

Azure AD

Tivoli LDAP

Job description

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence. At Aviva Canada, we put people first, our employees, our customers, and our communities. We’re proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We’re not just about insurance; we’re about making a real difference by protecting what matters most. We are seeking a skilled IT Care Analyst / Service desk / access management / desktop services professional with strong customer service experience and a proven ability to deliver effective first-contact resolutions.

The ideal candidate brings solid expertise across Windows OS, MS 365 platform, Active Directory, foundation of cyber security skills and practices, understanding of service KPIs combined with communication and problem-solving skills. This role requires a customer-focused approach and skills in translating technical issues into clear, actionable outcomes.

What you’ll do

Resolve customer issues with first contact resolution while minimizing escalations. Sanctioning and provisioning of access to user accounts. Translate customer requests into clear, well-constructed tickets for escalation when required; candidates must know how to describe a problem and troubleshooting in sequential order when escalating to L2 & L3 teams. Support service desk operations, including Ownership of customer interactions, providing solutions/workarounds and customer education, Password resets, Ticket follow-ups, etc. Perform remote troubleshooting including basic networking related to a laptop, issues related to Windows OS, issues related to M365, Home printer support, issues related to VPN Connections, issues related to Hardware, example Bluetooth connectivity, wired headsets. Support end points within MS Azure and Intune platform. Support mobile communication device’s Support Multi-Factor Authentication (MFA) processes. Deliver excellent customer experience and communication with internal customers, teams and external partners.

What you’ll bring

• 2–4 years of customer service experience along with 2–4 years in an IT Service Desk environment.
• Experience troubleshooting Windows OS, supporting Microsoft 365 (O365) applications, and remotely diagnosing laptop issues.
• 2 years of experience with LAN/networking fundamentals, including IP lookup and network troubleshooting.
• 2–5 years of experience working with Active Directory (accounts, domains, group policies).
• 2-4 years of Identity Access Management concepts and account management through, access provisioning and decommissioning.
• Working knowledge of Active Directory and Microsoft Azure.
• Experience supporting Apple devices (iPhones, iPads) and Intune Company Portal.
• Knowledge of Windows OS troubleshooting and Microsoft 365 collaboration tools.
• Understanding of networking fundamentals, including IP addressing and network stack concepts.
• Knowledge of Multi-Factor Authentication (MFA) and web technologies such as proxies and VPN.
• Strong problem-solving and analytical abilities.
• Excellent written and verbal communication skills.
• Professional, customer-focused approach with the ability to build trust and rapport.

What makes you stand out

• Familiarity with incident management processes and procedures is beneficial but not a primary requirement of the service desk role.
• Familiarity with Cyber Security practices.
• Relevant certifications such as A+, HDI-CSR, HDI-SCA, Microsoft 365 Fundamentals, ITIL V4 or V5 are an asset.
• Tivoli LDAP experience.
• Being able to follow our Service Desk support processes.
• Conversational French is preferred.

What you’ll get

• The salary band for this position ranges from $40,000 to $60,000.
• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Outstanding Career Development opportunities.
• We’ll support your professional development education.
• Competitive vacation package with the option to purchase 5 extra days off per year.
• Employee driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion.
• Corporate wellness programs to support our employees’ physical and mental health.
• Employee discount on home and auto insurance (where applicable).
• Hybrid flexible work model.

Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.

Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.

ranged. #LI-PS1 #LI-Hybrid

We help our 19.5 million customers to save for the future and manage the risks of everyday life. To give these customers the best possible products and service we know we must make Aviva the most attractive choice for talented, entrepreneurial people with diverse backgrounds and an evolving range of expertise and insight. So, we’re passionate about helping our 23,000 people to do the best work of their lives, to enable them to make a positive difference to the lives of our customers.