Help Desk Analyst

1 month ago

Brampton, Canada Performance Auto Group Full time

**Drive for Excellence**

Looking to join a fast-paced and an ever expanding organization? Be a part of our dynamic team at Performance Auto Group

Our IT team is currently seeking to fill a **Help Desk Analyst** position to join their team.

**About Us**

Performance Auto Group, is a leading automotive group, whose purpose is to be the preferred automotive group by fostering fair and respectful relationships that positively impact our team, customers, partners, and communities. Our core values as an organization are the principles we were built on that guide us today:

- ** Great Experience**: Every customer is entitled to a great experience
- ** Integrity**: We are honest and transparent in our actions
- ** Diversity**: We are stronger through the inclusion of people, brands and ideas
- ** Innovation**: We passionately embrace opportunities for new and continuous improvements
- ** Empowerment**: We encourage and support our people in taking initiative
- ** Giving Back**: We positively impact the communities in which we live, work and raise families

**Here’s what you’ll deliver**:

- Manage incoming help requests from PAG employees via IT ticket system in a courteous manner.
- Establish documented resolutions to analyze trends that can assist in preventing future technical problems.
- Build rapport and elicit problem details from PAG employees for reporting purposes.
- Prioritize user support requests with all hardware and software issues and escalate problems to the appropriately experienced technician, if needed.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Maximize the diagnostic utilities to aid in troubleshooting.
- Commission software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Program test fixes to ensure the problem has been adequately resolved.
- Perform post-resolution follow-ups to help technical support requests.
- Develop documents for help sheets and frequently asked questions lists for PAG’s end users.
- Provide technical leadership and train Help Desk Technicians through coaching and mentorship.
- Report issues and concerns immediately to the IT manager.
- Demonstrate utmost professionalism in the performance of duties.
- Maintains client confidence and protects operations by keeping information confidential.
- Other duties as required by management.

**What you need to succeed**:

- Minimum 3 years of relevant experience is required.
- Prior experience in a team-oriented, collaborative environment is preferred.
- Knowledge of the retail automotive industry is preferred.
- College Diploma in Computer Science or a related discipline is preferred.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Ability to support the organization’s goals and objectives.
- Ability to conduct research into a wide range of computing issues as required.
- Proven analytical and problem-solving abilities.
- Strong documentation skills.
- Excellent interpersonal and team building skills.
- Demonstrate effective verbal, listening, and written communication skills.
- Attention to detail and ability to maintain a high level of accuracy.
- Exceptional customer service orientation.
- Ability to absorb and retain information quickly.
- Excellent time management skills, ability to multitask and work well under pressure.
- Ability to manage stress and work with tight deadlines.
- Highly self motivated and directed.
- Self-motivated and ability to work with minimum supervision.

**What’s in it for you?**
- Excellent management support and guidance
- Opportunities through our Internal career mobility program
- Access to health, dental and vision insurance
- Disability, critical illness and life insurance for the unexpected
- Our Employee Assistance Plan (EAP) for you and your family's wellness
- Discount on vehicles, service and parts for you and your family
- Discounts to retailers and service providers across the country
- Free and engaging employee events
- Did we mention we love giving back to our communities?

**This compensation range will be based on knowledge and experience**

**Job Type**: Full Time - Permanent

**Compensation**: $55,000 - $60,000 per year

**Performance Auto Group is a leading automotive company in Southern Ontario with over 2000 employees, 23 brands and 44 locations in Brampton, Brantford, Bolton, Grimsby, Mississauga, Orangeville, St. Catharines, Huntsville and Toronto. Performance Auto Group also includes AutoPlanet Direct, Ontario's largest indoor used car showroom.

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