IT Service Desk Analyst II

Join the ride

Position: IT Service Desk Analyst, II
Location: Auto Canada, Head Office
City: Edmonton, AB
Remote Feasible: BC
Classification: Full Time, Onsite, Immediate Vacancy
Salary: $55,000-$65,000 + bonus

AutoCanada is the largest Canadian owned and publicly traded automotive dealer group operating in Canada and the US. We are innovative, data-driven and our commitment to our Team Members, customers and operational excellence fuels our success. 

Our Team Members are at the heart of our success, building long-lasting, trust-based relationships with customers across Canada. Our national network provides opportunities and support to build the career that's right for you. Working here is fast-paced, non-stop, and a little unpredictable—and we love it.

Your area of focus:

Reporting
to the Manager of IT Operations, the IT Service Desk Analyst II will focus on
the timely resolution of customer IT issues, ensuring incidents are properly
recorded and documented in ServiceNow helpdesk software. This includes
responding to all incoming incident channels, prioritizing requests, resolving
and escalating issues according to process.

What drives your day to day? 

• Acting as the customer's
  first point of contact, providing a professional, diplomatic and pleasant image.
• Communicate with Head Office Support Staff and IT Operations Manager frequently.
• Log all
  incidents and create tickets when necessary with complete and pertinent
  documentation.
• Alert
  management when necessary for high visibility and critical issues.
• Prioritize
  and assign trouble tickets to appropriate group.
• Provide
  full service tech support to end-users.
• Complete employee onboarding
  and offboarding tasks quickly and accurately.
• O365 and G-Suite Administration.
• Mentoring
  junior IT staff locally and remotely.
• Assist with
  PC repair and builds as needed.

What are the must haves? 

• A+ or
  equivalent post-secondary technical certification
• 2-5 years
  Technical support experience
• Excellent
  interpersonal and customer service skills
• Ability to
  manage time effectively and to be motivated and reliable
• Familiarity
  with large Active Directory environment
• Process
  & Improvement focused
• Strong
  troubleshooting skills
• Self-starter
  capable of working individually and with a team in a fast-paced and highly
  dynamic environment.
• ServiceNow Software experience an asset.
• Knowledge of ITIL service delivery framework an asset.
• Note, a criminal check will be conducted as part of the conditional offer process. 

The Perks.

• Competitive Compensation and Benefits Package
• Employee Vehicle Purchase & Service Plans
• Employee and Family Assistance Programs
• Company-wide appreciation events and contests throughout the calendar year 
• Professional development and the opportunity to grow your career

And those are just the basics. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their full

Can you picture yourself here already?

We hope so. It's equally as important that you choose us as we choose you. Take a sneak peek at what we think makes this one of the best workplaces around. 

If you think you're a good fit to come along on our ride, apply now through our website at We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Our commitment extends to reaching out to individuals from various backgrounds and identities. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter.

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