IT Service Desk Analyst II

Cambridge Housing Authority; Edmonton; On-site; CAD 55,000 - 65,000; Full time

Job summary

A prominent Canadian automotive group is seeking an IT Service Desk Analyst II to resolve customer IT issues and support end-users. Candidates should have strong customer service skills and 2-5 years of technical support experience. The role is based in Edmonton with a focus on timely incident resolution. Competitive salary and benefits are offered.

Benefits

Competitive Compensation and Benefits Package

Employee Vehicle Purchase & Service Plans

Professional development opportunities

Qualifications

• 2-5 years of technical support experience required.
• Excellent interpersonal skills and customer service are essential.
• Knowledge of ITIL service delivery framework preferred.

Responsibilities

• Resolve customer IT issues in a timely manner.
• Document incidents properly in ServiceNow.
• Provide full-service tech support to end-users.

Skills

Customer service skills

Troubleshooting skills

Familiarity with Active Directory

Time management

Self-starter attitude

Education

A+ or equivalent certification

Tools

ServiceNow

O365

G-Suite

Job description

Join the ride!

Position: IT Service Desk Analyst, II
Location: Auto Canada, Head Office
City: Edmonton, AB
Remote Feasible: BC
Classification: Full Time, Onsite, Immediate Vacancy
Salary:$55,000-$65,000 + 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.

Our Team Members are at the heart of our success, building long-lasting, trust-based relationships with customers across Canada. Our national network provides opportunities and support to build the career that’s right for you. Working here is fast-paced, non-stop, and a little unpredictable—and we love it.

Your area of focus

Reporting to the Manager of IT Operations, the IT Service Desk Analyst II will focus on the timely resolution of customer IT issues, ensuring incidents are properly recorded and documented in ServiceNow helpdesk software. This includes responding to all incoming incident channels, prioritizing requests, resolving and escalating issues according to process.

What drives your day to day?

• Acting as the customer's first point of contact, providing a professional, diplomatic and pleasant image.
• Communicate with Head Office Support Staff and IT Operations Manager frequently.
• Log all incidents and create tickets when necessary with complete and pertinent documentation.
• Alert management when necessary for high visibility and critical issues.
• Prioritize and assign trouble tickets to appropriate group.
• Provide full service tech support to end-users.
• Complete employee onboarding and offboarding tasks quickly and accurately.
• O365 and G-Suite Administration.
• Mentoring junior IT staff locally and remotely.
• Assist with PC repair and builds as needed.

What are the must haves?

• A+ or equivalent post-secondary technical certification
• 2-5 years Technical support experience
• Excellent interpersonal and customer service skills
• Ability to manage time effectively and to be motivated and reliable
• Familiarity with large Active Directory environment
• Process & Improvement focused
• Strong troubleshooting skills
• Self-starter capable of working individually and with a team in a fast-paced and highly dynamic environment.
• ServiceNow Software experience an asset.
• Knowledge of ITIL service delivery framework an asset.
• Note, a criminal check will be conducted as part of the conditional offer process.

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

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.

If you think you’re a good fit to come along on our ride, apply now through our website at www.autocan.ca/careers. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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. If you need accommodation during the recruitment process, please inform your recruiter.

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