IT Service Desk Analyst

Job summary

The IT Service Desk Analyst acts as the first point of contact for staff, managing incident tickets, troubleshooting technical issues, and providing user support. They are also responsible for employee onboarding tasks, PC builds, and maintaining documentation within the knowledge base.

Job details

Join the Ride! Position: IT Service Desk Analyst Location: Winnipeg, MB (On Site, Hybrid) 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. 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. Instagram [https://www.instagram.com/autocanadainc/] Facebook [https://www.facebook.com/autocan] LinkedIn [https://www.linkedin.com/company/autocanada]

What you’ll do

The IT Service Desk Analyst acts as the first point of contact for staff, managing incident tickets, troubleshooting technical issues, and providing user support. They are also responsible for employee onboarding tasks, PC builds, and maintaining documentation within the knowledge base.

Requirements

Candidates must possess excellent interpersonal and communication skills, along with basic proficiency in Windows and MS Office. Experience with ServiceNow and knowledge of the ITIL framework are considered assets for this role.

Benefits

• Competitive Compensation
• Benefits Package
• Employee Vehicle Purchase Plan
• Employee Service Plans
• Employee and Family Assistance Programs
• Company-wide appreciation events
• Professional development

Listed skills

• Customer service · Preferred
• interpersonal skills · Preferred
• Troubleshooting · Preferred
• Time management · Preferred
• Attention to detail · Preferred
• Windows · Preferred
• MS-Office · Preferred
• Technical Support · Preferred
• Onboarding · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Interpersonal skills
• Troubleshooting
• Time management
• Analytical thinking
• Attention to detail
• Windows
• MS Office
• Oral communication
• ServiceNow
• ITIL
• Technical support
• Onboarding
• Offboarding
• Hardware setup
• Shipping And Receiving
• Continuous Development
• Analytical Thinking
• Diplomacy
• Technical Support
• Management
• Customer Service
• Computer Literacy
• Information Technology
• Disabilities
• Innovation
• ITIL 4
• Employee Onboarding
• Operational Excellence
• Service Delivery Framework
• Time Management
• Triage
• Troubleshooting (Problem Solving)
• Verbal Communication Skills
• Detail Oriented

Job areas

• Technology
• Customer Service & Support
• Administrative
• IT Service Desk Analyst
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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