Service Desk Analyst

at  Aviva

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.
You are investing time and money into your education, building the foundation for a rewarding career. Have you considered insurance? More than 100,000 Canadians work in the insurance industry.
We make a positive difference every single day offering protection and peace of mind.
Aviva Canada Inc. is one of Canada’s largest insurance groups, and we have a lot to offer to dedicated people just entering the working world.
If you’re ready for a head start, we’d like to meet you.
We are looking for a Service Desk Analyst. Come join our team!

What you’ll do:

• Provide support for password resets, ticket follow ups and take ownership of customer interactions.
• Follow up with customers to provide a learning experience.
• Provide best solutions or work-arounds where applicable
• Troubleshooting for home networking and web browsers. Working knowledge of web proxies and web certificates, Windows Device Manager.
• (Headset troubleshooting, usb device troubleshooting), home printer support, Knowledge of Multi-factor authentication and its fundamental purpose & concept.
• Dealing with critical issues involving internal managers, internal partners/teams, and external service partners where necessary.
• Possess the ability to translate customers’ requests into clearly written tickets that will have exposure to level 2 teams.
• Possess the ability to resolve issues with first call resolutions while reducing partner concerns to level 2

What you’ll bring:

• 3-4 years of customer service experience with the ability to be professional and courteous to colleagues and customers alike.
• Possess excellent, written and verbal communication skills with attention to grammar and structure.
• 2-4 years of experience in IT Service Desk role.
• Strong problem solving and analytical skills.
• Working knowledge of Windows 10 with at least 2-4 years of experience solving problems within the operating system.
• 2-4 years of experience working with and troubleshooting O365 products including Word, Excel, PowerPoint, MS Teams, One Drive and have familiarity with SharePoint and its functions.
• 2-4 years’ experience with being able to remotely solve laptop hardware
• 2-3 years of basic to intermediate home and corporate LAN, knowing how to look up IP addresses (source and destination) rebuilding the network stack within Windows.
• 3-5 years of experience with Active Directory knowledge including knowledge of accounts look up, object look up and modification, fundamental knowledge of domains and their purpose along with knowledge of security role groups and their purpose. Working knowledge of group policies at fundamental and conceptual level.
• 1-5 years of experience working with and fixing Apple devices, iPhones and iPads, Intune company portal.
• Working knowledge with MS Azure
• Knowledge of Incident management processes and procedure (Incident management is not a fundamental part of the service desk role but working knowledge is an asset)
• Certification assets that would be an asset are A+ Certification, HDI Certification, Google Certification (IT Support), Microsoft 365 Certified Fundamentals
• Conversational French is preferred

What you’ll get:

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Outstanding Career Development opportunities.
• We’ll support your professional development education.
• Competitive vacation package with the option to purchase 5 extra days off per year
• Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion
• Corporate wellness programs to support our employees’ physical and mental health
• Hybrid flexible work model

Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada.

• Provide support for password resets, ticket follow ups and take ownership of customer interactions.
• Follow up with customers to provide a learning experience.
• Provide best solutions or work-arounds where applicable
• Troubleshooting for home networking and web browsers. Working knowledge of web proxies and web certificates, Windows Device Manager.
• (Headset troubleshooting, usb device troubleshooting), home printer support, Knowledge of Multi-factor authentication and its fundamental purpose & concept.
• Dealing with critical issues involving internal managers, internal partners/teams, and external service partners where necessary.
• Possess the ability to translate customers’ requests into clearly written tickets that will have exposure to level 2 teams.
• Possess the ability to resolve issues with first call resolutions while reducing partner concerns to level