Service Desk Analyst

at  Canada Cartage

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.

• 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.