IT Service Desk Analyst

Autocanada; Edmonton; Hybrid; CAD 55,000 - 66,000; Full time

Benefits offered by this job

Competitive Compensation and Benefits

Employee Vehicle Purchase & Service

Employee and Family Assistance

Company-wide appreciation events

Professional development and growth

Job summary

AutoCanada is seeking an IT Service Desk Analyst to be the first point of contact for staff, handling incidents, tickets and basic IT support. The role involves on-site tasks as needed, onboarding/offboarding, and collaboration with teams to ensure timely resolutions.

Ideal candidates will have strong communication, time-management, and problem-solving skills, with familiarity in Windows/MS Office and experience with ServiceNow.

Qualifications

• Excellent interpersonal and customer service skills.
• Ability to manage time effectively and to be motivated and reliable.
• Analytical thinking and judgment.
• Attention to detail.
• 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.

Responsibilities

• Be first point of contact for AutoCanada 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.

Skills

Customer service

Time management

Analytical thinking

Attention to detail

Windows & MS Office

Oral communication

Teamwork

Tools

ServiceNow

ITIL

Job description

Join the Ride!

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.
• Attention to detail.
• 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.

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