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Job Description
Service Desk Analyst
Autodata Solutions is looking for Service Desk Analysts to join our growing team!
Position Overview:
A Service Desk Analyst will be part of a 24/7/365 team providing first level support to business offices around the world. They will field and triage technical issues related to enterprise business applications, monitoring, email and messaging, network infrastructure, account management, active directory, desktop support, telephony, database and new software request; then facilitate resolution with the appropriate teams across the organization. Service Desk Analysts will provide support relating to incidents serving as a single point of contact for any system-related issue. They also work closely with their leaders, team members and other IT departments to provide technical support and resolution of all issues. Service Desk Analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for work.
**Please note that the target start date for these openings will be for month end, April 2020
Core Job Duties and Responsibilities:
- Field incoming inquiries and requests from end users via email, tickets and calls regarding IT Ops related incidents and services requests
- Accurately triage, diagnose, categorize and identify business impact and urgency and respond accordingly
- Capture detailed descriptions, accurate meta tagging and relevant steps to reproduce reported issues and determine the full scope of the issue at hand
- Strive for first call resolution and maintain a high level of customer satisfaction
- Support escalations and incidents to comply with Service Level Agreements
- Monitor and update ongoing statuses of reported issues and proactively communicate until confirmed resolution has been met to a high degree of user satisfaction
- Adhere to procedures, workflows, documentation and reporting obligations
- Effectively escalate required issues within and external to the Service Desk team
- Respond to system monitoring alerts and dashboards indicators to avoid or minimize duration of system issues
- Collaborate cross departmental to ensure efficient operation and positive rapport
- Follow ITIL best practices
- Operate in a way that represents the IT Ops organization in a positive, trustworthy and effective light
Education, Experience and Qualifications:
- Post-Secondary diploma or degree in Computer or Business-related fields
- 2 years’ experience working in technical 24/7/365 Service Desk team in a non-leadership capacity
- Proven ability to maintain good relationship with teams, customers and vendors
- Experience is working with geographically dispersed teams
- ITSM background
- ITIL experience, certification an asset
- Incident Management and root cause analysis experience
- Service Level Agreement and Operating Level Agreement management experience
- Strong customer-service orientation with a willingness to serve
- Strong attention to detail and complete documentation
- Cross functional rapport building and initiative facilitation skills
- Team/results-oriented, flexible, proactive, self-starter
- Strong communication skills, both written and verbal, and organization skills
- Experience providing excellent technical support for multiple areas within the information technology field including any of service desk, desktop support, enterprise business applications, monitoring, email and messaging, network infrastructure, account management, active directory, security administration, telephony, database administration
- Relevant certifications such as A+, MSSA or MCSE an asset
- Flexibility and accountability 24/7/365
About Autodata
We’re proud of what we do. At Autodata Solutions, we transform complex data into marketing and sales solutions for the automotive industry. When you work for us, you join a team of dedicated professionals who look for new ways to raise the bar. Our corporate culture is results focused, and our offices are informal with the goal of inspiring collaboration and outside-the-box thinking. It takes talent and ambition to meet the challenges of our rapidly evolving market — and that’s all part of the fun.
- Competitive salaries
- Health benefits (medical, dental, vision, subsidized gym memberships)
- Professional growth
- Active workplace committees (social, wellness, health and safety, philanthropy)
- Discounts (vehicles, accessories, rentals, insurance)
- Community outreach opportunities
- Fun outings, sports and events
- Free coffee (always important) and occasional free food (always the day you’re starting a diet)
For more information about Autodata, please visit our company website at www.autodatasolutions.com
We thank all applicants for their interest however only those selected for an interview will be notified. Autodata Solutions is an equal opportunity employer. We are compliant with AODA legislation; if you require accommodations during the recruitment & selection process, please specify.
Apply now