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About the Company
Sunwing Vacations Group is a leader in the vacation industry, encompassing top Canadian leisure tour operators and a growing presence in the United States. Our commitment to excellence is reflected in our EPIC Values: entrepreneurial, passionate, innovative, and customer-centric. We strive to create memorable vacation experiences for our clients.
Position Overview
We are seeking a Support Centre Analyst to be the primary point of contact for users requiring technical assistance. This role is essential in ensuring smooth operations within the SCoE Service Desk Department.
Key Responsibilities
- Deliver technical support via phone and email, ensuring a professional and friendly approach.
- Provide advanced troubleshooting for a variety of technical issues, including computers, networks, and enterprise applications.
- Contribute to process improvement initiatives within the team.
- Create and maintain knowledge base articles and documentation for Service Desk operations.
- Log all incidents and resolutions in the ticketing system.
- Foster strong relationships with users to enhance service delivery.
- Participate in on-call rotations as required, including evenings and weekends.
- Assist in training team members on troubleshooting techniques.
- Manage the shipping of IT hardware to users.
- Engage in daily team discussions to review user issues.
Qualifications
- Post-secondary education in computer science or equivalent experience.
- Familiarity with ticketing systems and support for Microsoft Office applications.
- Ability to respond promptly and professionally to technology-related inquiries.
- Strong analytical and problem-solving skills.
- Excellent communication skills, both written and verbal.
- Experience in a collaborative team environment.
- Knowledge of ITIL practices is an asset.
- Willingness to work in a hybrid model with in-office requirements.
What We Offer
- Flexible work arrangements.
- Attractive travel benefits.
- Comprehensive health benefits.
- Opportunities for professional growth.
- Collaborative work environment.
Diversity and Inclusion
We are committed to fostering an inclusive workplace that values diversity. We welcome applications from all qualified individuals and will provide accommodations as needed throughout the hiring process.
