Support Desk Analyst

5 days ago

Moncton, Canada Xperigo Full time

Life is better at Xperigo

Join our award-winning workplace and work with some of the most prestigious and innovative automotive companies.

If you are driven to elevate the human experience by connecting people to those that can help, join our team


ABOUT US

Proudly Canadian, Xperigo has been providing automotive and roadside services in both Canada and the U.S. for over 30 years. We provide best in-class customer service experiences to our clients who range from automotive manufacturers, rental car companies and other organizations with large vehicle fleets or customer service needs. We are dedicated to driving change through innovative technology solutions to continually exceed our clients’ expectations.


POSITION OVERVIEW

We are seeking a highly skilled and dedicated Support Desk Analyst to join our IT Services team. The successful candidate will be responsible for service desk analysis, incident management, JIRA administration, and project support. This role demands a strong technical background, excellent problem-solving skills, and the ability to work effectively under pressure.


KEY RESPONSIBILITIES

Service Desk Analysis / Incident Management

  • Triage, escalate, and monitor all incidents and Service Requests
  • Perform root cause analysis and document issues
  • Provide Level 1 support as part of the on-call rotation to ensure 24x7 support
  • Execute Level 1 administrative changes, including:

Administering current Windows desktop operating systems and troubleshooting connectivity, sound, video, and other components

Administering Exchange Online (mailbox creation, mail flow management, shared mailboxes, and distribution lists)

Administering Office 365 (user creation, group memberships, permissions, setting up MFA)

  • Utilize JIRA’s reporting features to:

Analyze trends: Monitor ticket volumes, response times, and resolution rates

Identify bottlenecks: Pinpoint areas needing improvement

Ensure SLA compliance: Adhere to service level agreements

  • Liaise with external partners and vendors on incidents

JIRA Administration

  • User Management: Add, modify, and remove user accounts in JIRA
  • Project Configuration: Create and configure JIRA projects, workflows, and issue types
  • Customization: Customize JIRA screens, fields, and notifications to align with organizational needs
  • Security and Permissions: Define access controls, roles, and permissions for different user groups
  • Integration: Integrate JIRA with other tools (e.g., Confluence, Bitbucket) to streamline processes

Projects

  • Collaborate to complete tasks and deliver projects, ensuring timely and efficient deployments
  • Build strong relationships with local site staff, acting as primary support and technical liaison
  • Support team projects, including analysis, design, documentation, and testing of solutions
  • Provide local site knowledge as required on cross-functional teams
  • Support internal IT projects leveraging existing and new technology to drive cost efficiency through automation and deliver innovative solutions


WHAT YOUR NEED TO SUCCEED

  • Post-secondary certificate or diploma in a related field preferred
  • Minimum 3-5 years’ experience building and maintaining a JIRA-based Service Desk (Jira Service Management) including SLA reporting
  • Experience maintaining systems, applications, and processes
  • Experience with SharePoint 365 Server and supporting Microsoft Office 365
  • Working knowledge of call center telephony solutions such as Five9
  • Basic knowledge of networking technology, ideally N+ certified
  • Certification in ITIL Foundations v3 or v4 preferred
  • Basic knowledge of Active Directory
  • Experience with Microsoft Azure and supporting Windows 10 and Windows Server is an asset

Preferred Certifications/Degrees:

  • ITIL v3 or v4 certification preferred
  • A+, N+ certification preferred
  • Microsoft Certified: Azure Fundamentals
  • Atlassian Certified Associate - ITSM with Jira Service Management foundations certification preferred


BENEFITS

  • Competitive compensation with a Flex benefits package including health and dental choices
  • Performance-based bonuses and incentives
  • 3 weeks paid vacation per calendar year
  • Defined Contribution Pension Plan, with 100% matching
  • Virtual Healthcare for your family and your pet
  • Annual Wellness Reimbursement



Xperigo is an equal opportunity employer. For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform Xperigo of any accommodation(s) that you may require to ensure your equal participation. All personal information collected complies with the associated privacy act for the applicable province of work.

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