[HC-77] | Technical Support Specialist

[HC-77] | Technical Support Specialist

24 May

24 May



About us

Toyota Canada Inc.

Toyota Canada Inc. (TCI) is responsible for the marketing, sales, distribution and customer service of Toyota and Lexus products and services across Canada. With our 287 dealer partners, we strive to deliver industry leading experiences for our customers. TCI’s head office is located in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax, and Parts Distribution Centres in Toronto and Vancouver.

Service Desk Analyst (2 Year Contract)

Scarborough, ON

Job Summary:

Toyota Canada Inc. (TCI) has an exciting opportunity for a solutions-oriented, customer centric individual. Reporting to the Manager,

User Services and Service Delivery - the Service Desk Analyst will be responsible for providing 1st and 2nd level technical desktop support to users (via incident management by phone, email, and walk-ups).The selected candidate will also be required to review existing technical processes and applications as these relate to dealership technical infrastructures, and to make recommendations for future enhancements. The successful candidate will focus on planning, implementation, and supporting Dealer-facing TCI applications.

What You’ll be Doing:

· Provide technical end-user support via phone and e-mail.

· Perform desk-side visits when required to address incidents

· Track all incident management and request management activities through the case management system (ServiceNow)

· Install, configure and troubleshoot desktops/laptops/thin client workstations

· Perform routine maintenance and repairs on muti-function printers and escalate non-routine activities to printer vendors.

· Participate in and support “first call” resolution objectives

· Create, modify and disable user and computer accounts as required [primary accounts include: Active Directory, Mainframe, Lotus Notes]

· Recognize trends and fault patterns and escalate potential incidents to the Service Desk Team Lead.

· Identify and improve system processes to comply with TCI’s annual Kaizen [Continuous Improvement objectives]

· Assist in the creation of business cases for Dealer Technology projects

· Assist in the planning and organization of business meetings

· Creation of graphs, charts, reports and spreadsheets using Excel software

· Assist in development of business process documentation and updating related materials

· Maintain a high level of awareness in technology and industry trends.

· Ensure Dealer Technology IT Blueprint is current and up to date.

· Provide Level 1 technical support to Dealer Network.

· Other duties and projects as required.

· Participate in rotational on-call 7pm – 7am Mon – Sun

What You Bring:

· Educational Requirement: College Diploma and/or University Degree in Computer Science or equivalent work-related experience

· Minimum 3 years related work experience.

· Intermediate knowledge of Office 365, imaging tools such as MDT or SCCM

· Excellent written/oral/presentation skills.

· Strong customer focus required.

· Exceptional PC troubleshooting skills, including experience in solving both hardware and software application issues.

· The ability to work proactively and independently, while also juggling teamwork.

· Prior Helpdesk/Call Centre experience an asset.

· Knowledge of retail automotive/Dealership IT and Internet Technology concepts an asset.

· Advanced use of ITIL based case management tracking systems [ticketing tools] an asset.

· Knowledge of SCCM packaging and scripting is an asset

What We’ll Bring

· A work environment built on teamwork, flexibility and respect

· Competitive salary

· Great company culture-Respect for people and continuous improvement is at our core

What You Should Know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.

Contract length: 24 months

Job Types: Full-time, Contract

Salary: $31.00-$36.00 per hour

Additional pay:

- Overtime pay


- Casual dress

- On-site parking


- 8 hour shift

Work remotely:

- No

The original job offer can be found in Kit Job:

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