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Service Desk Analyst

Date: Jul 28, 2022

Location: Thornhill, ON, CA, L3T 7P9

Company: CAA Club Group

About Us

CCG is looking for an experienced IT Service Desk Analyst. The main responsibilities for this role will be to provide operational and administrative support for the IT Asset management (ITAM) process. This includes IT asset tracking for both hardware and software, compliance, lifecycle planning and costing activities. This role will also be responsible for working with other IT department to ensure Pc’s are properly imaged and deployed to associates based on assigned tickets and project requirements. In this role you will also be providing technical support for associates via phone and the self-service portal and accurately recording a detailed description of the issues raised.

Who we are

As Canada's largest automobile association, we are passionate about keeping our Members safe-- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development-- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details

What you will do:

  • Provide technical support for clients via phone and the self-service portal and accurately record a detailed description of the issue at hand
  • Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, hardware and software support, incident and problem escalation
  • Identify, investigate and resolve PC, Laptop, Mobile Device and Printer problems
  • Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity and data recovery
  • Educate users on how to use systems and applications more efficiently
  • Perform operational runs and System Center alert monitoring
  • Document and maintain Service Desk procedures
  • Various projects as assigned by Management
  • Work rotational weekend and evening shifts as required.

Who you are:

  • Post Secondary education or Diploma in computer science or Information Technology
  • A minimum of two years experience within a customer service oriented Information Technology environment including in-depth experience in providing technical support and quality customer service
  • Strong written and oral communication skills
  • Excellent time management, analytical and problem-solving skills
  • Ability to work effectively and productively within a team environment
  • Knowledge of ticketing management systems
  • Knowledge of PC, laptop, BlackBerry, iPhone and printer hardware and software
  • Proficient in MS Office 365 & 2016 (Outlook, Excel, Word, Power Point), MS Visio, MS Project and Internet Explorer
  • Experience with Citrix, Active Directory and SAP
  • Experience with Windows 10 desktop and server operating systems, remote diagnostic and problem resolution
  • Experience with TCP/IP, VPN, and basic commands from the command prompt
  • Ability to provide technical support for LAN and WAN networks, and troubleshoot hardware and software (routers, switches, hubs, etc.)
  • Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident & Problem Management and Change Management)
  • Available to work varied shifts within a 24/7 environment
  • French language proficiency is an asset

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.