Service Desk Analyst

6 days ago

London, Ontario, Canada CARFAX Full time $60,000 - $90,000 per year

Join Team CARFAX as a Service Desk Analyst

Isn't it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We're more than just a company: We help millions of consumers make more-informed decisions every day. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment.  

The Service Desk team provides a full range of networked computer support services to internal CARFAX employees and visitors.  Service is provided face-to-face, via telephone and electronically.  Service Desk Analysts regularly work with other technical staff to support the overall infrastructure, systems and processes necessary to operate a high availability, fast paced environment.

This role has an expectation of 4 days in the London,ON office per week, subject to change based on future business needs.

 What you'll be doing:

  • Provide accurate and creative solutions to customer's hardware and software problems to ensure user productivity.
  • Configure new and existing PCs, laptops, virtual machines and mobile devices using established CARFAX processes and procedures
  • Install and update software using IT internal tech stack
  • Research, resolve and respond to questions received via telephone calls, internal ticketing system, visits, IM and email in a timely manner
  • Build, test and deploy software packages to all workstations and laptops using desktop management tools
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers


What we're looking for:

  • 2-3 years previous help desk experience combined with technical training or Certification in A+ or MSP, Apple certification, or an Associate's Degree in IS
  • A detailed understanding of Windows 10, Mac OS x and iOS operating systems.
  • Proficient in use and support of Office 365
  • Exceptional customer service is a MUST
  • Excellent written and oral communication skills and time and project management skills
  • Aptitude to learn and support a variety of frequently changing applications and systems
  • Ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality.
  • Must be self-motivated, detail oriented, be able to work effectively in a team environment.
  • Ability to travel for off-site meetings and respond to afterhours urgent calls from internal users


Physical Requirements:

  • Ability to lift and carry 60 pounds (workstations, servers, printers, etc.)
  • Must be able to lift and move desktop PCs as well as maneuver under counters to run cables and wires for PCs


What's in it for you:

  • Competitive compensation, benefits and generous time-off policies
  • 4-Day summer work weeks and a winter holiday break
  • 401(k) / RRSP matching
  • Annual bonus program
  • Casual, dog-friendly, and innovative office spaces

Don't just take our word for it:

  • 10X Virginia Business Best Places to Work
  • 9X Washingtonian Great Places to Work
  • 9X Washington Post Top Workplace
  • St. Louis Post-Dispatch Best Places to Work

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