Service Desk Analyst- job career Canada

Job title: Service Desk Analyst
Division : Corporate Support
Location : Thornhill ON CA L3T 7P9
Deadline:5/Aug/2013
Job Type : Full Time
Career Level : Experienced (Non-Manager)
Education : Bachelor's Degree
Category : IT/Software Development
Job Description :
CAA South Central Ontario has been successfully servicing our members and customers for over 100 years. Our vision is to be the leading membership organization in Canada by delivering first class quality service, unparalleled member satisfaction and profitable growth.

Our high quality of service can only be achieved through our employees. We are always looking for enthusiastic people who have a proven ability to provide exceptional experiences to our members, customers and associates.

We are currently seeking a full time Service Desk Analyst to join our Information Technology team. In this role, you will be responsible for, but not limited to:

· Provide technical support for clients via phone and the self service portal and accurately record a detailed description of the issue at hand

· Support tasks for this position include incident handling, problem identification, logging and tracking, troubleshooting, resolution, incident and problem escalation

· Identify, investigate and resolve PC, Laptop, BlackBerry and Printer problems

· Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity and data recovery

· Educate users on how to use systems and applications more efficiently

· Perform operational runs for the business

· Document and maintain Service Desk procedures

· Various projects as assigned by Management

· Provide after hours support on rotation via Blackberry as required

· Provide onsite support on Saturday or Sunday on a rotational basis
Job Requirements :
The successful candidate will have the following qualifications:

· Post Secondary education or Diploma in computer science or Information Technology

· A minimum of two years experience within a customer service oriented Information Technology environment including in-depth experience in providing technical support and quality customer service

· Strong written and oral communication skills

· Excellent time management, analytical and problem-solving skills

· Ability to work effectively and productively within a team environment

· Knowledge of ticketing management system

· Knowledge of PC, laptop, BlackBerry and printer hardware and software

· Proficient in MS Office 2007 & 2010 (Excel, Word, Power Point), MS Visio, MS Project and Internet Explorer

· Experience with Novell Netware, Active Directory and Unix

· Experience with Windows XP / 7 desktop and server operating systems, remote diagnostic and problem resolution

· Experience with TCP/IP, VPN, and basic commands from the command prompt

· Ability to provide technical support for LAN and WAN networks, and troubleshoot hardware and software (routers, switches, hubs, etc.)

· Knowledge of ITIL framework: Service Desk Management, Incident & Problem Management and Change Management. (ITIL certification would be an asset).

· Available to work within the Service Desk operating hours: Monday to Friday 6:30 am to 1:00 am, Saturday 9:00 am to 6:30 pm and Sunday 3:00 pm to 11:00pm.

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