Support Centre Analyst

2 weeks ago

Old Toronto, Ontario, Canada Sunwing Vacations Group Full time

May 27, 2024

About Us:

Sunwing Vacations Group is home to North America's largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group's own travel retail businesses and Luxe Destination Weddings. Our culture is driven by our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric) and our teams work together to deliver our purpose "passionate people making vacation dreams come true".

The Opportunity:

Under Sunwing Vacations, we are looking for a Support Centre Analyst to join us in making vacation dreams come true. As the Support Centre Analyst, you will work with the SCoE Service Desk Department and would be the single primary contact for users regarding all technical support needs.

Primary responsibilities include taking support calls over the phone, diagnosing, installing, configuring, troubleshooting laptop computers, desktop computers terminals, smartphones, printers and associated peripherals, and restoring customer computer resources back to a normal operating state in a professional, courteous and consistent manner. The position reports to the Senior Manager, IT Operations and will be located in Toronto, ON.

What You'll Do:

  • Provide Service Desk technical support to users either via phone or email as required
  • Always maintain a high degree of professionalism, courteousness, and friendliness. Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, enterprise applications/systems
  • Contribute to team innovation through ideas for process improvement and efficiency
  • Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
  • Document all problems and solutions in the Fresh Service Ticketing System
  • Build relationships with our users
  • Be available to work rotating on call schedules if needed, which may include evenings, weekends, and holidays
  • Have a strong understanding of how to trouble shoot technical issues over the phone, email, chat
  • Monitor issues from start to resolution
  • Remote access troubleshooting
  • Assist with training other staff members on troubleshooting and diagnostic problems
  • On-call support afterhours are actioned immediately
  • Assist with shipping out laptops/IT peripherals (hardware) to end users
  • Participate in daily team huddles reviewing all user's issues for the week
  • Assist PC and network technicians by troubleshooting software, hardware, and network issues at first point of contact (over the phone)

What You'll Need:

  • College diploma or university degree in the field of computer science or 2 years of related work experience
  • Fundamental knowledge of Ticket System (Fresh Service or similar such as Service Now), supporting Microsoft Office applications, O365, Remote access troubleshooting (Global Protect), Genesys Cloud Contact Centre, MS Teams Voice support, MS Teams Support, knowledge of supporting ISO devices, InTune support (nice to have), strong ability to support Windows 10/11 OS.
  • Responds to all reports of technology incidents, service requests and how-to inquiries
  • Responds to customer requests in a prompt, efficient and professional manner
  • Records and tracks all incidents in Fresh Service ticketing system, service requests and how-to inquiries from initial contact to final resolution, in accordance with guidelines and procedures
  • Provides initial assessment and diagnosis and first level troubleshooting and resolution of all incidents
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a fast-paced environment
  • Updates and maintains the service desk incidents, problems and knowledge databases
  • Keeps customers informed about the status and progress of their calls
  • Working knowledge or willingness to learn software, hardware and other technologies
  • Great oral and written communication skills, with ability to clearly communicate over email and phone
  • Exceptional customer service and interpersonal skills, with a focus on rapport-building
  • Experience working in a team-oriented, collaborative environment
  • Analyzes and evaluates processes and recommends changes to improve service quality
  • User account creation and management for internal systems including new employee requests, permission changes, access removal. User account creation and performs additional duties as assigned
  • ITIL V2 or higher is considered an asset
  • Hybrid work with a minimum of 3 days per week in the office.
  • Participate in On-Call rotation

What We Offer:

  • RRSP Matching Program
  • Growth opportunities
  • Free Parking
  • Open concept, collaborative workspace
  • Fresh Café with delicious snacks and meals at a subsidized price
  • Opportunity to give back through our social responsibility initiatives
We thank all who apply however only those who meet the qualifications will be contacted.

Diversity, equity, and inclusion - Diversity makes us EPIC;we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered withWhite Ribbonto help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions.Total wellbeing -Our approach is for holistic opportunities to help employeesBe EPIC and Be Well. Learning and development -Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email

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