IT Service Desk Analyst II
AutoCanada Inc.•Laval (administrative region), QC
•Onsite
About The Position
Reporting to the Service Desk Team Lead, the IT Service Desk Analyst II provides dedicated, full-service technical support for the local site, acting as the primary point of contact for end-users. While serving as an escalation point for more complex local issues, the role focuses on the daily resolution of incidents, employee onboarding/offboarding, and maintaining hardware and PC builds. You will ensure all tickets are documented in ServiceNow while providing a professional and diplomatic presence for the local team.
Requirements
- A+ or equivalent post-secondary technical certification
- 2-5 years Technical support experience
- Excellent interpersonal and customer service skills
- Bilingual -Fluent in French & English
- 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.
Nice To Haves
- ServiceNow Software experience an asset.
- Knowledge of ITIL service delivery framework an asset.
Responsibilities
- Acting as the face of IT for the site, providing professional, diplomatic, and immediate technical support to all local end-users.
- Logging all local incidents in ServiceNow with complete documentation and ensuring tickets are resolved or escalated according to process.
- Executing employee setup and exit tasks quickly and accurately to ensure local staff have the access they need from day one.
- Performing hands-on PC repairs, system builds, and peripheral troubleshooting as needed to maintain site productivity.
- Managing basic user permissions and mail flow within O365 and G-Suite environments.
- Monitoring the local service queue and providing coverage as needed to maintain established service levels.
- Assisting with local network or server rack interventions and ensuring onsite hardware remains operational.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
501-1,000 employees
