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About Sunwing Vacations Group
Sunwing Vacations Group is recognized as North America's largest vacation brands, incorporating leading Canadian leisure tour operators and expanding into the United States market. Our culture is rooted in our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric), which drive our mission of delivering exceptional vacation experiences.
Position Overview
We are seeking a Support Centre Analyst to be an integral part of our Service Desk Department. In this role, you will serve as the primary point of contact for users seeking technical assistance.
Key Responsibilities
- Deliver technical support to users through various communication channels, ensuring a professional and friendly approach.
- Provide advanced troubleshooting for a wide range of technical inquiries, including issues related to computers, networks, mobile devices, and enterprise applications.
- Foster innovation within the team by contributing ideas for process enhancements and efficiency improvements.
- Create and maintain knowledge base articles and documentation for Service Desk operations, recommending enhancements as necessary.
- Document all incidents and resolutions within the ticketing system.
- Build and maintain strong relationships with users.
- Participate in on-call rotations, which may require availability during evenings, weekends, and holidays.
- Utilize remote access tools to troubleshoot user issues effectively.
- Assist in training team members on troubleshooting techniques.
- Support the shipping of IT hardware to end users.
- Engage in daily team meetings to review user issues and resolutions.
- Assist technical staff with initial troubleshooting of software and network issues.
Qualifications
- Post-secondary education in computer science or equivalent experience in a related field.
- Familiarity with ticketing systems, Microsoft Office applications, and remote access troubleshooting.
- Ability to respond promptly and professionally to technology incidents and service requests.
- Proficient in documenting incidents from initial contact to resolution.
- Strong analytical and problem-solving skills.
- Excellent communication skills, both verbal and written.
- Experience in a collaborative team environment.
- Knowledge of user account management and ITIL certification is a plus.
- Willingness to work in a hybrid environment with a minimum of three days in the office.
What We Offer
- Flexible hybrid work arrangements.
- Travel benefits and discounts.
- Comprehensive health benefits package.
- Retirement savings plan with matching contributions.
- Opportunities for professional growth and development.
- Collaborative workspace with modern amenities.
- Engagement in corporate social responsibility initiatives.
Commitment to Diversity
We are dedicated to fostering an inclusive and accessible environment for all employees. We welcome applications from diverse backgrounds and will accommodate all applicants throughout the hiring process.
