IT Service Desk Analyst

Autocanad; Edmonton; Remote; CAD 55,000 - 61,000; Full time

Benefits offered by this job

Competitive compensation package

Employee vehicle purchase & service

Employee and family assistance

Company events and contests

Professional development

Job summary

AutoCanada is seeking an IT Service Desk Analyst to support Winnipeg staff (Remote) with first-line IT services. Responsibilities include incident logging, ticketing, password resets, and end-user assistance, with some on-site work as needed.

Compensation includes a base salary of CAD 55,000 per year plus a 10% annual bonus. The role demands strong customer service, communication, and teamwork skills, with familiarity in ServiceNow and ITIL considered assets.

Qualifications

• Excellent interpersonal and customer service skills.
• Strong time management and reliability.
• Analytical thinking and judgment.
• Basic computer skills including familiarity with Windows & MS Office products.
• Excellent oral communication.
• ServiceNow software experience is a plus.
• Knowledge of ITIL service delivery framework is an asset.
• Having a personal vehicle is preferred.

Responsibilities

• Be first point of contact for AutoCanada staff experiencing IT difficulties or inquiries.
• Log incidents and create well-documented tickets.
• Answer phones, dispatch queue and emails.
• Triage, first level support, password resets, basic troubleshooting, and user instructions.
• Complete employee onboarding and offboarding tasks quickly and accurately.
• Provide resolution to most first level calls and prioritize tickets accordingly.
• Alert management for high visibility and critical issues.
• Document resolutions and update knowledge base.
• Follow up with customers to ensure IT needs are met.
• Assist with PC builds, shipping and receiving as needed.
• Some on-site work may be required.

Skills

Customer service

Oral communication

Interpersonal skills

Time management

Analytical thinking

Windows OS

MS Office

ServiceNow

ITIL knowledge

Driver's license

Tools

ServiceNow

Job description

Position : IT Service Desk Analyst
Location: Winnipeg, MB (Remote)
Classification: Full Time, Immediate Hire

Salary: $55,000 per year + 10% annual bonus

AutoCanada is the largest Canadian owned and publicly traded automotive dealer group operating in Canada and the US. We are innovative, data-driven and our commitment to our Team Members, customers and operational excellence fuels our success.

We find opportunities to reward high-performers regularly and are looking for managers that empower and motivate their teams to do their very best. We want someone whose values align with our own and can support our people-driven culture of learning and continuous development. Working here is fast-paced, non-stop, and a little unpredictable- and we love it.

What drives your day-to-day?

• Be first point of contact for AutoCananda staff experiencing difficulties with or enquiring about information technology. Presenting a professional, diplomatic and pleasant image.
• Log all incidents and create tickets with complete and pertinent documentation.
• Answer phones, dispatch queue and emails.
• Triage, first level support, password resets, basic troubleshooting and user instructions.
• Complete employee onboarding and offboarding tasks quickly and accurately.
• Provide resolution to most first level calls, dispatching and prioritizing tickets accordingly.
• Alert management when necessary for high visibility and critical issues.
• Document resolutions and update knowledge base.
• Follow up with customers and check in to see if there is anything that IT can do to provide a higher level of service.
• Assist with PC Builds, shipping and receiving as needed.
• Some on site work required as needed

What are the must-haves…

• Enjoy being part of a team that makes a difference.
• Excellent interpersonal and customer service skills.
• Ability to manage time effectively and to be motivated and reliable.
• Analytical thinking and judgment.
• Basic computer skills including familiarity with Windows & MS Office products.
• Excellent oral communications is a must.
• ServiceNow Software experience a plus.
• Knowledge of ITIL service delivery framework an asset.
• Having a personal vehicle is preferred

The Perks.

• Competitive Compensation and Benefits Package
• Employee Vehicle Purchase & Service Plans
• Employee and Family Assistance Programs
• Company-wide appreciation events and contests throughout the calendar year
• Professional development and the opportunity to grow your career

And those are just the basics. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their full potential.

Can you picture yourself here already?

We hope so. It's equally as important that you choose us as we choose you. Take a sneak peek at what we think makes this one of the best workplaces around.

Our commitment extends to reaching out to individuals from various backgrounds and identities. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities.