IT Care Analyst
- Markham, ON, Canada
The salary band for this position ranges from $40,000 to $60,000. · Full-time
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Job details
- Pay
- The salary band for this position ranges from $40,000 to $60,000.
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
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.
At Aviva Canada, we put people first, our employees, our customers, and our communities. We’re proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We’re not just about insurance; we’re about making a real difference by protecting what matters most.
We are seeking a skilled IT Care Analyst / Service desk / access management / desktop services professional with strong customer service experience and a proven ability to deliver effective first-contact resolutions. The ideal candidate brings solid expertise across Windows OS, MS 365 platform, Active Directory, foundation of cyber security skills and practices, understanding of service KPIs combined with communication and problem-solving skills. This role requires a customer-focused approach and skills in translating technical issues into clear, actionable outcomes.
What You'll Do
Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.
Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.
ranged.
At Aviva Canada, we put people first, our employees, our customers, and our communities. We’re proud of a culture built on care, inclusion, and collaboration, where your voice matters and your growth is supported. We’re not just about insurance; we’re about making a real difference by protecting what matters most.
We are seeking a skilled IT Care Analyst / Service desk / access management / desktop services professional with strong customer service experience and a proven ability to deliver effective first-contact resolutions. The ideal candidate brings solid expertise across Windows OS, MS 365 platform, Active Directory, foundation of cyber security skills and practices, understanding of service KPIs combined with communication and problem-solving skills. This role requires a customer-focused approach and skills in translating technical issues into clear, actionable outcomes.
What You'll Do
- Resolve customer issues with first contact resolution while minimizing escalations.
- Sanctioning and provisioning of access to user accounts.
- Translate customer requests into clear, well-constructed tickets for escalation when required; candidates must know how to describe a problem and troubleshooting in sequential order when escalating to L2 & L3 teams.
- Support service desk operations, including Ownership of customer interactions, providing solutions/workarounds and customer education, Password resets, Ticket follow-ups, etc.
- Perform remote troubleshooting including basic networking related to a laptop, issues related to Windows OS, issues related to M365, Home printer support, issues related to VPN Connections, issues related to Hardware, example Bluetooth connectivity, wired headsets.
- Support end points within MS Azure and Intune platform.
- Support mobile communication device’s
- Support Multi-Factor Authentication (MFA) processes.
- Deliver excellent customer experience and communication with internal customers, teams and external partners.
- 2–4 years of customer service experience along with 2–4 years in an IT Service Desk environment.
- Experience troubleshooting Windows OS, supporting Microsoft 365 (O365) applications, and remotely diagnosing laptop issues.
- 2 years of experience with LAN/networking fundamentals, including IP lookup and network troubleshooting
- 2–5 years of experience working with Active Directory (accounts, domains, group policies)
- 2-4 years of Identity Access Management concepts and account management through, access provisioning and decommissioning
- Working knowledge of Active Directory and Microsoft Azure
- Experience supporting Apple devices (iPhones, iPads) and Intune Company Portal
- Knowledge of Windows OS troubleshooting and Microsoft 365 collaboration tools
- Understanding of networking fundamentals, including IP addressing and network stack concepts
- Knowledge of Multi-Factor Authentication (MFA) and web technologies such as proxies and VPN
- Strong problem-solving and analytical abilities
- Excellent written and verbal communication skills
- Professional, customer-focused approach with the ability to build trust and rapport
- Familiarity with incident management processes and procedures is beneficial but not a primary requirement of the service desk role.
- Familiarity with Cyber Security practices
- Relevant certifications such as A+, HDI-CSR, HDI-SCA, Microsoft 365 Fundamentals, ITIL V4 or V5 are an asset.
- Tivoli LDAP experience
- Being able to follow our Service Desk support processes.
- Conversational French is preferred
- The salary band for this position ranges from $40,000 to $60,000. Please note that individual salary is determined by factors such as job-related knowledge, skills and experience, as well as internal equity.
- 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.
- Employee discount on home and auto insurance (where applicable).
- Hybrid flexible work model.
Aviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.
Aviva Canada welcomes applications from all qualified individuals and has a process in place to provide accommodations for persons with disabilities at all stages of the hiring process and during employment. If you require an accommodation during the interview or hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be arranged.
ranged.
More about this job
Responsibilities
Resolve service desk issues at first contact, manage user access and accounts, and provide customer education, password resets, and ticket follow-ups. Troubleshoot Windows, Microsoft 365, laptops, networks, VPNs, hardware, mobile devices, and MFA, escalating issues with clear and structured documentation when needed.
Requirements
Candidates should have 2–4 years of customer service and IT service desk experience, along with experience supporting Windows, Microsoft 365, Active Directory, Azure, Intune, and identity and access management. They should also bring networking and remote troubleshooting knowledge, strong analytical and communication skills, and a professional, customer-focused approach.
Skills
- Customer Service
- IT Service Desk Support
- Windows OS Troubleshooting
- Microsoft 365 Support
- Active Directory
- Identity and Access Management
- Access Provisioning
- Microsoft Azure
- Microsoft Intune
- Networking Fundamentals
- Remote Troubleshooting
- Multi-Factor Authentication
- VPN Support
- Apple Device Support
- Problem-Solving
- Communication
Benefits
- Annual Bonus Eligibility
- Retirement Savings Plan
- Share Plan
- Health Benefits
- Personal Wellness Programs
- Volunteer Opportunities
- Professional Development Support
- Competitive Vacation Package
- Option to Purchase Five Additional Vacation Days
- Diversity and Inclusion Programs
- Corporate Wellness Programs
- Employee Discount on Home and Auto Insurance
- Hybrid Flexible Work Model
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Security & Safety
Keywords
- IT Service Desk
- First-Contact Resolution
- Windows OS
- Microsoft 365
- Office 365
- Active Directory
- Microsoft Azure
- Microsoft Intune
- Identity and Access Management
- Access Provisioning
- Account Decommissioning
- LAN
- IP Addressing
- Network Troubleshooting
- VPN
- Proxies
- Multi-Factor Authentication
- Apple Devices
- iPhone
- iPad
- Intune Company Portal
- Endpoint Support
- Ticket Escalation
- Incident Management
- Cybersecurity
- Tivoli LDAP
- A+
- HDI-CSR
- HDI-SCA
- Microsoft 365 Fundamentals