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IT Service Desk Analyst

4 weeks ago

Edmonton, Canada AutoCanada Inc. Full time

**IT Service Desk Analyst**

**Why this is the Perfect Opportunity for You**

With 28 brands in 78 Dealerships, in two countries, AutoCanada is a 2008, 2013 and 2021 CADA Laureate Winner, a 2021 TSX30 Winner and currently holds 14 OEM Performance awards.

Culture at AutoCanada is everything Our culture is based on:

- Drive for Performance
- Trust & Transparency
- People Development
- Promoting from Within
- Accountability to Ourselves & to Each Other

We strive to build value for the people who choose us every day: our people, our clients, and our investors. We do this by holding true to the values that guide us. Our culture is who we are and how we show up - as individuals and as a team.**Who we are looking for**:
This team needs to know a little about everything and is integrated to many key initiatives and projects on the go. Working with team members from Infrastructure, Network and Application areas, you will ensure that basic technical problems are investigated and elevate issues by confirming the validity of the problem and seeking for known solutions.
- You will succeed in this role if you have excellent customer service experience, self-motivated, goal oriented, detail oriented, and a willingness to learn. This position requires continuous professional development, and this position will offer career growth potential for motivated individuals. This role provides opportunities to progress in technical and non-technical areas.**Why you will love this job**:
We have an enthusiastic and highly effective team with no end of challenging and interesting work. Be a part of a team that works hard and has a lot of fun along the way. This group is constantly being recognized for their first-class service.Our company is a recognized national leader in business innovation and features in the top 30 best performing companies on the TSX. The company and our team are growing, and the expansionary mindset holds considerable potential for the right person.**What you will do**:

- Ensure all IT support is delivered with a focus of client experience and satisfaction
- Accurately resolve client concerns or triage to the appropriate support teams
- Troubleshoot and document your work in a descriptive yet concise format appropriate for your audience (customer vs. support teams)
- Communicate and document updates on existing tickets to clients and support teams as required
- Maintain consistent communication and documentation within the Technology Services team
- Advise clients on system usage, with strong emphasis on the adherence to following policy and procedures
- Promote and educate clients on the use of new and existing IT services
- Identify and communicate outages to clients based on defined processes
- Reviewing requests for appropriate approvals
- Accurately provision approved requests for IT services with attention to effective dates and timelines

**What you bring to the table**:

- Customer Service Focus. Demonstrates patience & understanding with a strong desire to help & support people
- Troubleshooting & problem solving. Ability to understand and accurately interpret the meaning, purpose & priority of issues and requests reported. Identifying, analyzing & solving problems quickly & efficiently
- Time management. Ability to prioritize & manage several tasks with mínimal supervision
- Collaboration. Partners effectively with teammates to deliver an exceptional experience
- Communication. Excellent written and oral communication skills to communicate with both technical and business team members and colleagues across the organization as well as external service providers
- Education. Related post-secondary education - Degree or Diploma in an IT discipline or equivalent
- Bilingual in English and French would be an asset
- ITIL certification would be an asset
- Willing to travel as required
- Willing to do shift work as required

For more information about AutoCanada, check out autocan.ca/, Instagram, Facebook.

To apply, please submit your resume and cover letter on the Careers portion of our website.

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