IT Care Analyst

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

• 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 laptops within MS Azure and Intune platform.

• Support knowledge of iPhone & iPad.

• Support Multi-Factor Authentication (MFA) processes.

• Deliver excellent customer experience and communication with internal teams and external partners.

What you'll bring

• 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)

• 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

What makes you stand out

• Familiarity with incident management processes and procedures is beneficial but not a primary requirement of the service desk role.

• Familiarity with Cyber Security practices on recognizing social engineering tactics

• Relevant certifications such as A+, HDI, Google IT Support, or Microsoft 365 Fundamentals are an asset

• Tivoli LDAP experience

• Conversational French is preferred

What you’ll get

• 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.

• Hybrid flexible work model.

This job advertisement is for an existing vacancy which has been posted both internally & externally.

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.

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