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Desktop Analyst

Cox Automotive


Location:
Mississauga, ON
Date:
11/20/2017
2017-11-202017-12-19
Job Code:
1715258
Cox Automotive
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Job Details

Company Cox Automotive
Title: Desktop Analyst
JobID: 1715258
Category: Information Technology
Industry: Cox Automotive
Job Type: Full-time

Description

Job Purpose

The Desktop Support Analyst provisions and maintains team member and contractor computing devices (e.g. desktops, laptops, tablets, mobile phones and peripheral devices such as printers, scanners, fax and copy equipment). The Desktop Support Analyst installs and troubleshoots hardware, software, network and audio-visual technologies, escalating to the responsible area with accurate information, and providing technical guidance and oversight. The Desktop Support Analyst exhibits excellent customer service and communication skills in all interactions.

Key Responsibilities

Hardware/Software Installation
  • Responds to service requests regarding the installation of hardware and software for team member and contractor computing devices. 
  • Carries out the hardware procurement process.
  • Delivers, installs, relocates and disposes of hardware.
  • Provides basic user training on equipment.
  • Maintains documentation of assets in configuration and asset management records.

Incident Management

  • Performs team member support; troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, corporate mobility, audio-visual equipment and peripheral devices.
  • Performs research and develops solutions for hardware and software issues.
  • Updates incident records and knowledge base with appropriate and timely information.
  • Resolved incidents within the 3 day SLA.

Problem Management

  • Recommends solutions, resolve problems associated with incidents, and update problem records.
  • Conducts root cause analysis. 
  • Works with engineering teams in the problem resolution process.
  • Follows prescribed processes.
Customer Service
  • Provides team member with regular progress updates.
  • Understands and adheres to team SLAs.
  • Exhibits excellent verbal and written communication skills.
  • Provides an awesome team member experience.
  • Prioritize workload accordingly.
Other duties
  • Performs preventative maintenance on all electronic devices and peripheral equipment as assigned.
  • Any other duties as assigned.

Skills

Professional Technology Skills (the professional technology skills you need to be able to do the job)

Skill
Follow
Apply
Advise
Inspire
Detail

Technology Operations

Ability to:
  • Provide technical expertise to enable the correct application of operational procedures.
  • Identify operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.

Service Desk & Incident Management

Ability to:
  • Ensure that incidents and requests are handled according to agreed procedures.
  • Ensure that documentation of supported components is available and in an appropriate form for those providing support.
  • Create and maintain support documentation.

Client Services Management

Ability to:
  • Act as the routine contact point.
  • Assist with the development of and applies solutions to resolve or escalate clients’ service problems.
  • Monitor client services function and collects performance data.


Qualifications

Knowledge, Experience & Qualifications

Essential

Desirable

  • Windows 7 – 10 or Mac OSX
  • Mobile OS (iOS or Android)
  • Basic networking (TCP/IP)
  • Microsoft Office Suite
  • Customer service
  • Audio visual
  • Active Directory
  • Office365
  • VOIP telephony
  • ITIL ticketing
  • Project Management
  • Scripting (DOS, Powershell, BASH)
  • A+
  • MCP
  • ACMT



About Cox Automotive

 

Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit www.coxautoinc.com.



Organization: Cox Automotive

Primary Location: CA-ON-Mississauga-2700 Matheson Blvd E

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing
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