Service Desk Analyst

CARFAX; London; Hybrid; CAD 50,000 - 65,000; Full time

Job summary

A leading consumer services company in London, Ontario is seeking a Service Desk Analyst to provide solutions for hardware and software issues. The ideal candidate has 2-3 years of help desk experience, a background in technical training, and strong customer service skills. This role offers competitive compensation, benefits, and a collaborative work environment with a hybrid schedule.

Benefits

Competitive compensation

Generous time-off policies

401(k) / RRSP matching

Annual bonus program

Casual, dog-friendly office

Qualifications

• 2-3 years previous help desk experience with technical training.
• Detailed understanding of Windows 11, Mac OS X and iOS.

Responsibilities

• Provide solutions to hardware and software problems.
• Configure PCs, laptops, and mobile devices.
• Install and update software using IT internal tech stack.

Skills

Customer service

Technical troubleshooting

Multitasking

Communication skills

Office 365 support

Education

Technical training or Certification in A+ or MSP

Associate’s Degree in Information Systems

Tools

Windows 11

Mac OS X

iOS operating systems

Job description

Join Team CARFAX as a Service Desk Analyst

Isn't it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We’re more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment.

The Service Desk team provides a full range of networked computer support services to internal CARFAX employees and visitors. Service is provided face-to-face, via telephone and electronically. Service Desk Analysts regularly work with other technical staff to support the overall infrastructure, systems and processes necessary to operate a high availability, fast paced environment.

This role has an expectation of 4 days in the London,ON office per week, subject to change based on future business needs.

What you’ll be doing:

• Provide accurate and creative solutions to customer’s hardware and software problems to ensure user productivity.
• Configure new and existing PCs, laptops, virtual machines and mobile devices using established CARFAX processes and procedures
• Install and update software using IT internal tech stack
• Research, resolve and respond to questions received via telephone calls, internal ticketing system, visits, IM and email in a timely manner
• Build, test and deploy software packages to all workstations and laptops using desktop management tools
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers

What we’re looking for:

• 2-3 years previous help desk experience combined with technical training or Certification in A+ or MSP, Apple certification, or an Associate’s Degree in IS
• A detailed understanding of Windows 11, Mac OS x and iOS operating systems.
• Proficient in use and support of Office 365
• Exceptional customer service is a MUST
• Excellent written and oral communication skills and time and project management skills
• Aptitude to learn and support a variety of frequently changing applications and systems
• Ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality.
• Must be self-motivated, detail oriented, be able to work effectively in a team environment.
• Ability to travel for off-site meetings and respond to afterhours urgent calls from internal users

Physical Requirements:

• Ability to lift and carry 60 pounds (workstations, servers, printers, etc.)
• Must be able to lift and move desktop PCs as well as maneuver under counters to run cables and wires for PCs

What’s in it for you:

• Competitive compensation, benefits and generous time-off policies
• 4-Day summer work weeks and a winter holiday break
• 401(k) / RRSP matching
• Annual bonus program
• Casual, dog-friendly, and innovative office spaces

Don’t just take our word for it:

• 10X Virginia Business Best Places to Work
• 9X Washingtonian Great Places to Work
• 9X Washington Post Top Workplace
• St. Louis Post-Dispatch Best Places to Work