Remote IT Service Desk Analyst - Growth, Perks & Impact

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

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.