{"id":2723467,"url":"https://alion.io/job/aviva-canada-it-care-analyst","title":"IT Care Analyst","company":{"id":1074183,"name":"Aviva Canada","domain":"aviva.ca","url":"https://alion.io/company/aviva-ca","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":94,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Markham, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":40000,"max":60000,"currency":"CAD","period":"year","gross":null,"usd_annual":42281},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"LDAP","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-15T00:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-17T01:17:24Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"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.\nAt 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.\nWe 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.\nWhat you'll do\nResolve customer issues with first contact resolution while minimizing escalations.\nSanctioning and provisioning of access to user accounts.\nTranslate 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.\nSupport service desk operations, including Ownership of customer interactions, providing solutions/workarounds and customer education, Password resets, Ticket follow-ups, etc.\nPerform 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.\nSupport end points within MS Azure and Intune platform.\nSupport mobile communication device’s\nSupport Multi-Factor Authentication (MFA) processes.\nDeliver excellent customer experience and communication with internal customers, teams and external partners.\nWhat you'll bring\n2-4 years of customer service experience along with 2-4 years in an IT Service Desk environment.\nExperience troubleshooting Windows OS, supporting Microsoft 365 (O365) applications, and remotely diagnosing laptop issues.\n2 years of experience with LAN/networking fundamentals, including IP lookup and network troubleshooting\n2-5 years of experience working with Active Directory (accounts, domains, group policies)\n2-4 years of Identity Access Management concepts and account management through, access provisioning and decommissioning\nWorking knowledge of Active Directory and Microsoft Azure\nExperience supporting Apple devices (iPhones, iPads) and Intune Company Portal\nKnowledge of Windows OS troubleshooting and Microsoft 365 collaboration tools\nUnderstanding of networking fundamentals, including IP addressing and network stack concepts\nKnowledge of Multi-Factor Authentication (MFA) and web technologies such as proxies and VPN\nStrong problem-solving and analytical abilities\nExcellent written and verbal communication skills\nProfessional, customer-focused approach with the ability to build trust and rapport\nWhat makes you stand out\nFamiliarity with incident management processes and procedures is beneficial but not a primary requirement of the service desk role.\nFamiliarity with Cyber Security practices\nRelevant certifications such as A+, HDI-CSR, HDI-SCA, Microsoft 365 Fundamentals, ITIL V4 or V5 are an asset.\nTivoli LDAP experience\nBeing able to follow our Service Desk support processes.\nConversational French is preferred\nWhat you’ll get\nThe 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.\nCompelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.\nOutstanding Career Development opportunities.\nWe’ll support your professional development education.\nCompetitive vacation package with the option to purchase 5 extra days off per year.\nEmployee driven programs focused on gender, LGBTQ+, origins, diversity, and inclusion.\nCorporate wellness programs to support our employees’ physical and mental health.\nEmployee discount on home and auto insurance (where applicable).\nHybrid flexible work model.\nThis job advertisement is for an existing vacancy which has been posted both internally & externally.\nAviva Canada may use AI (Artificial Intelligence) tools to assist us throughout the recruitment process to screen, assess or select applicants for a position.\nAviva 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.\nranged.\n#LI-PS1 \n#LI-Hybrid","description_format":"text","description_chars":5220,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":true}]},"benefits":["Equity","Flexible schedule","Professional development","Retirement plans","Wellness"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-10-16T15:38:00Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"evidence":"Positions approved through LMIA in 12 months: 1","filings_12m":1,"filings_prev_12m":2,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"High Wage","cap_exempt":false,"checked_at":"2026-10-03T21:10:52+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":29,"reasons":["conf:4","velocity","win:early","comp:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":42281,"is_top_pay":false},"html_url":"https://alion.io/job/aviva-canada-it-care-analyst","json_url":"https://alion.io/job/aviva-canada-it-care-analyst.json","meta":{"generated_at":"2026-10-18T20:54:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24658,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1074183},"rest":"https://alion.io/mcp/rest/get_company?id=1074183"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faviva-canada-it-care-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faviva-canada-it-care-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faviva-canada-it-care-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/aviva-canada-it-care-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faviva-canada-it-care-analyst"}]}