Analyst Ii

6 months ago

Toronto, Canada Corpay Full time

Analyst II - End User Support

What We Need
How We Work
As an Analyst II you will be expected to work in hybrid environment. Corpay will set you up for success by providing:

- Assigned workspace in Toronto, ON
- Company-issued equipment
- Hands-on training
- Monthly home internet stipend

Role Responsibilities

**The responsibilities of the role will include**:

- Follow agreed procedures, identifies, registers and categorizes incidents and requests
- Provides advanced technical assistance and maintenance support to end users including, but not limited to, servicing as primary second tier support and first tier support, when assigned
- Resolve incidents upon first contact where possible
- Gathers data and provides basic troubleshooting techniques for all computer software and hardware issue
- Resolves all moderately complex technical support issues, tracks and documents pertinent information in a timely manner according to standard procedures
- Accurately capture and documentation of issue or request information in the Corpay IT Service Management Ticketing system
- Escalates issues within Service Level Agreements, follows up and updates customers on status inquires
- Manage, meet and maintain service levels and ensure all incidents are dealt with in accordance with the SLA and internal KPIs
- Partners with IT and business contacts and effectively communicates relevant IT company related matters to ensure rapid resolution
- Emits a positive, enthusiastic service attitude at all times and understands how to handle difficult situations using proper discretion and respect
- General understanding of the various lines of business within Corpay, their function and importance to ensure solutions align with business needs
- Complies with all specified department, unit and IT Service Delivery Best Practices processes, goals and metrics
- Upholds the Corpay Code of Business Conduct at all times
- Adhere to Corporate procedures and policies
- May be required to be the designated “On Call” person to handle problems after normal business hours/and or during weekends utilizing a cell phone as well as schedule change assignments
- Participates in special projects or performs duties in other areas as requested
- Create/Amend/Delete user AD & Application accounts according to corporate policy
- Suggest improvements to the End User Service Delivery process
- Remote installation of approved software
- Troubleshoot Microsoft Windows issues
- Troubleshoot off the shelf software issues e.g. MS Office, Slack, Zoom, Chrome Browser, Edge Browser, etc.
- Aid in the use of off the shelf and bespoke software
- Provide updates as warranted to Corpay Knowledge Management system
- Ensure line management are immediately made aware of high priority or high impact issues

Qualifications & Skills
- Requires a high school diploma plus additional post-secondary college or technical school
- Preference for previous office and technical experience in a customer support environment
- 3+ Years 1st line support/Service Desk experience
- Experience working in a role with a multinational focus would be beneficial as would any experience working for an organization that is SOX or other regulatory body compliant

Benefits & Perks
- Medical, Dental & Vision benefits available the 1st month after hire
- Virtual fitness classes offered company-wide
- Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
- Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
- Philanthropic support with both local and national organizations
- Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer
For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency
LI-RG1
LI-Hybrid

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