Consultant, Service Desk Analyst

LocationScarborough
Job CategoryInformation Technology
SP-ID2693
Position Type
Application Deadline December 6, 2021
Experience Required3 years
Job Duration2 years
Education RequiredN/A

Job Summary: 
An exciting opportunity for an individual who is has strong customer service skills and is solutions oriented. This is an opportunity that will report to the Manager, User Services and Service Delivery. The selected candidate will provide 1st and 2nd level technical Desktop support to users through incident management by phone, email and walk-ups. This individual will be responsible for review technical offerings/processes/applications as it relates to dealership technical infrastructure and processes and make recommendations for enhancement. The successful candidate will focus on planning, implementation and supporting Dealer-facing applications.
What You’ll be Doing:
• Provide technical end-user support needs via phone and e-mail.
• Perform desk-side visits when required to address incidents
• Track all incident management and request management activities through the case management system(ServiceNow)
• Installs, configures and troubleshoots desktops/laptops/thin client workstations
• Perform routine maintenance and repairs on muti-function printers and escalate non-routine activities to printer vendors.
• Participate in and support “first call” resolution objectives
• Create, modify and disable user and computer accounts as required [primary accounts include: Active Directory, Mainframe, Lotus Notes]
• Recognize trends and fault patterns and escalate potential incidents to the Service Desk Team Lead.
• Identify and improve system processes to comply with annual Kaizen [Continuous Improvement objectives]
• Assist in the creation of business cases for Dealer Technology projects
• Assist in the planning and organization of business meetings
• Creation of graphs, charts, reports and spreadsheets using Excel software
• Assist in development of business process documentation and updating related materials
• Maintain a high level of awareness in technology and industry trends.
• Ensure Dealer Technology IT Blueprint is current and up to date.
• Provide Level 1 technical support to Dealer Network.
• Other duties and projects as required.
• Participate in rotational on-call 7pm – 7am Mon – Sun
What You Bring:
• Strong customer focus and orientation required, including the ability to deal with customers in a calm and professional manor.
• Strong PC troubleshooting skills, including experience in solving both hardware and software application issues.
• Prior Helpdesk/Call Centre experience
• Strong teamwork ethic.
• Education Requirement: College Diploma and/or University Degree in Computer Science or equivalent work-related experience
• Knowledge of retail automotive/Dealership IT and Internet Technology concepts.
• Advanced use of ITIL based case management tracking systems [ticketing tools] an asset.
• Minimum 3 years related work experience.
• Excellent written/oral/presentation skills.
• Independent, proactive self-starter.
• Intermediate knowledge of Office 365, imaging tools such as MDT or SCCM
• Knowledge of SCCM packaging and scripting is an asset
What We’ll Bring:
• A work environment built on teamwork, flexibility and respect
• Competitive salary
• Great company culture-Respect for people and continuous improvement is at our core
If interested please share the resume at
[email protected]