Career Opportunity
SERVICE DESK ANALYST
Why you’ll love Canada Cartage
An iconic Canadian company with over 100 years of helping companies grow and succeed in Canada, we provide national dedicated fleet solutions, general freight services, managed transportation, fulfillment & distribution, and home delivery. With a national network of terminals, cross-docks, and distribution centers, we are one of Canada’s largest and most trusted supply chain service providers. Driven to exceed customer expectations, and supported by technology and innovation, we bring simplicity to complex logistics challenges.
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.
Position Summary
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.
Location: 6767 Davand Drive, Mississauga
Schedule: Monday to Friday, there are 3 shifts that cover from 7am 5pm. Weeknight rotational on call between 5pm and 11pm. Weekends on call during waking hours. All shifts are rotated every 5 weeks.
What you will do
- Monitor and respond to incoming incidents and requests to the Service Desk via telephone and service desk portal 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 end users by resolving incidents effectively and efficiently.
- Record, track and document the service desk incidents and request to show progress and resolution.
- Add or update knowledge articles both for end user self-help and for technical staff/peers.
- Maintaining the current systems standards, procedures and policies for all incidents, requests, provisioning and deprovisioning.
- Assist in developing, implementing, and maintaining procedures, standards and policies. Share and advocate for our standards, procedures and policies.
- End user account systems account management including onboarding, user changes and exiting requirements.
- Previsioning hardware and peripherals for the end user environment, including imaging computers, building profiles, installing software, and ensuring a stable end user experience
- Provisioning/Deprovisioning users within a Virtual Desktop Environment
- Request management for moves, add and changes of user, groups and resource accounts – Active Directory, messaging, file and print services, business productivity applications.
- Diagnose and resolve hardware and software issues. Escalate when necessary.
- Prepare and send notifications to stakeholders for problems and widespread incidents
- Maintain inventory of all hardware and software based on procedures.
- Stay current with system information, changes and updates.
- Continuous improvement - utilizing your experience and day to day interactions with users and customers, communicate idea to improve user experience and process improvement.
What You’ll Bring
- Diploma in Computer Systems 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 end user devices 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
Why people love working for Canada Cartage
- Cohesive team and a positive, hard-working atmosphere.
- Meaningful opportunities for career growth.
- Company wide recognition initiatives designed to recognize employees when they demonstrate outstanding customer service, teamwork and our core values.
- Perks - discounted hotels, car rentals, entertainment, gym memberships, phone plans, electronics, to name a few
- Fun events throughout the year, like summer barbeques and driver-appreciation week that regularly bring us together.
- We give back to the communities in which we operate by volunteering and donating to local charities.
- We are a strong company that weathers the storm through pandemics and recessionary periods, so that we can benefit from good economic environments.
We are a top employer!
- Canada Cartage has been recognized on the Forbes list of Canada’s Best Employers for six straight years in a row.
- Trucking HR has announced that Canada Cartage has again been selected for the 8th year in a row, as one of Canada’s Top Fleet Employers. In addition, we have been recognized as an Employer of Distinction for the 4th year in a row. This serves to reinforce Canada Cartage’s reputation as an employer of high quality.
- We’ve been acknowledged by Forbes 2023, as one of Canada’s Best Employers for Diversity
Come work with an industry leader!
Canada Cartage is committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA). We are determined in meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the ACA and its applicable regulations. If you require accommodation under the ACA at any point in your application or employment duration, please let us know.
We would like to thank all those expressing an interest in this position; however only the candidates selected for an interview will be contacted.
Before you start with us, we will conduct a criminal record check, verify your education, and check your references.
Committed to employment equity, Canada Cartage Systems LP encourages applications from Aboriginal people, members of visible minority groups, and women.
