Support Centre Analyst

6 months ago

Toronto, Canada Sunwing Vacations Group Full time

**About Us**:
**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**:

- 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
- 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
- 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
- Attention to detail
- 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
- 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**:

- Hybrid Work Opportunities
- Great travel perks
- Goodlife Corporate Discount
- Comprehensive benefits package
- 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

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 with White Ribbon to 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 employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

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