Service Desk Analyst

IT Mississauga, Ontario


Description

 

 

 

Now Hiring

SERVICE DESK ANALYST

 

At Canada Cartage we work with intelligent and focused leaders who are driven to create an outstanding customer experience in partnership with Canadian leading brands. Canada Cartage is deep rooted in family values with an entrepreneurial culture where ideas are welcomed, growth is fostered and high performance is championed. A recognized thought leader and founded in 1914, Canada Cartage dominates the industry by delivering innovative fleet solutions.

We are currently looking to add a full-time permanent Service Desk Analyst to our team. Someone who is equally passionate about serving the community and achieving operational success alongside our dedicated and loyal employees.

Located at our Davand Road location in Mississauga (this is not a remote work opportunity) and reporting to the Manager, IT Service Desk, the Service Desk Analyst provides effective and timely operational and technical support to end-users concerning system applications, hardware and software. This includes receiving, prioritizing, documenting and actively resolving incidents and problems, and escalating where necessary.

Note: This is NOT a remote work opportunity

 

Responsibilities:

  • Monitor and respond to incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
  • Collaboratively prioritize and manage the queue of service desk requests to ensure consistent and effective service delivery.
  • Utilize tools to remotely manage devices, restore service, and assist stakeholders by resolving incidents effectively and efficiently.
  • Record, track and document the service desk request problem-solving process.
  • Maintaining the current network and systems infrastructure and policies.
  • Developing, implementing and maintaining policies, procedures and associated training plans for network resource administration, appropriate use, and disaster recovery.
  • Managing servers, including e-mail, print and backup servers and their associated operating systems and software.
  • Daily server administration and troubleshooting of a Microsoft Active 
  • Providing network administration and troubleshooting of an Exchange 2010 Email environment.
  • Diagnose and resolve hardware and software issues.
  • Set up, revise and terminate user profiles on various business systems using defined procedures.
  • Prepare activity reports.
  • Maintain inventory of all equipment, software and software licenses.
  • Stay current with system information, changes and updates.
  • Manage PC, Laptop setup and deployment for new employees using standard hardware, images and software.
  • Assign users and computers to proper groups in Active Directory.

 

 Core Competencies and Qualification:

  • Diploma in Computer Science or related discipline, and at least 1-2 years of IT systems and technical support experience related to business and systems applications.
  • Proven experience in installing, upgrading, and maintaining servers and associated operating systems.
  • Excellent communication, inter-personal, customer service and problem solving skills in order to listen to, train and assist users in identifying needs and resolving problems, often involving conveying technical information to non-technical users.
  • Excellent analytical, hardware and software troubleshooting skills to address problems presented by users.
  • Able to work independently with a minimum of direct supervision.
  • Strong written and verbal communications skills 
  • Strong analytic and problem solving ability 
  • Strong attention to detail with good documentation skills 
  • Successfully pass a criminal background check

 

Why work for Canada Cartage?

Our Team

We are a family-oriented company with competitive benefits, including extended health and dental, RRSP and Company-Matching pension plans; discounted hotels, car rentals, entertainment, gym memberships, phone plans, electronics, to name a few of the perks; a cohesive team and a positive, hard-working atmosphere. We have fun events throughout the year, like truck rodeos, summer barbeques and driver-appreciation week that regularly bring us together. It’s important to give back to the communities in which we operate, so we volunteer with and donate to local charities

We also have Company wide recognition initiatives designed to recognize drivers and staff when they demonstrate outstanding customer service, teamwork and our core values.

Why do we have one of the lowest driver turn-over rates in Canada?  A team environment, short-haul regular routes and great benefits. Come work with us: https://www.youtube.com/watch?v=rpMA1riOzPI 

 

Recognized leader in the industry:

Canada Cartage has been recognized on the Forbes list of Canada’s Best Employers 2022. This is the sixth straight year that Canada Cartage has been included on this list. https://www.forbes.com/companies/canada-cartage/?list=canada-best-employers&sh=7841454553d8

The Canada’s Best Employers 2022 title, along with our 6th year of being recognized by Trucking HR as one of Canada’s “Top Fleet Employers” serves to reinforce Canada Cartage’s reputation as an employer of high quality.

We’re growing! We have also been ranked in the top 10 of Today’s Trucking top 100 ranking of Canada’s largest for-hire truck fleets for 2022. https://hubs.la/Q017bTLd0

Celebrating 100 years: https://www.youtube.com/watch?v=b3S-CtHQhVY 

 

Our Values

Integrity: We conduct our business with honour, honest and ethics with our people, the environment and legal matters. We believe I being transparent and trustworthy, respecting the traditional “handshake” value system and earning our way in.

Humanity: We are a family minded organization, caring for people and treating them with dignity, decency and respect, be it employees, customers, suppliers or our partners. Open door policy and dealings is our way.

Accountability: Accountability and accessibility to our staff, customers and our customers’ customers is of utmost importance to us. We enable a high level of two way communication, providing access to people who wil deal with issues ad have the willingness to resolve things.  We will be relied on and held accountable for our results and our long term commitments.

Collaboration: We understand that results are the product of a team effort. As part of our process, we ensure collaboration with all our staff at all levels in all roles across departmental lines. With our customers, we use a collaborative style approach, sharing ownership to ensure a successful operation.

Dedication: Our organization is employee and customer-driven. We encourage an environment of conscientious effort and earnestness, hiring problem solvers who are responsive and have a "can-do" attitude to get the job done.

Leadership: Personal leadership to us means being competent, taking ownership, demonstrating initiative, and having a voice. Corporate leadership to us means being leaders in the market, continuous improvement and innovation, and empowering those around you. https://jobs.jobvite.com/canadacartage

Come work with an industry leader!

 

We would like to thank all those expressing an interest in this position; however only the candidates selected for an interview will be contacted.

Committed to employment equity, Canada Cartage Systems LP encourages applications from Aboriginal people, members of visible minority groups, and women. 

 


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