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IT Service Desk Analyst

3 months ago

Saint John, Canada Irving Oil Ltd. Full time

As an IT Service Desk Analyst, your role is to provide moderate to complex technical support and exceptional customer service to all employees of Irving Oil. You will serve as the primary point of contact for all issues and requests and interacting with employees in various ways, including phone calls, chats, emails, and in person. As the face and voice of IT, your role exeplifies a positive attitude and willingness to help employees get back to work as quickly as possible by providing excellent first call resolution, troubleshooting, analyzing root causes and resolving moderate to complex problems. Your role involves adapting to an ever-changing environment, multitask, and provide both remote support through various tools as well as hands on support of devices. Please note that this role requires on call and shift flexibility.

What We Offer:

  • Work Environment - Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café
  • Competitive Compensation – Including an annual bonus plan, pension plan, and parking allowance
  • Flexible Benefits Plan – Including medical and dental benefits that are both in effect from day one
  • Paid Vacation – Plus an annual option to purchase additional vacation, too
  • Wellness Support – With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program
  • Opportunity to give back to some amazing causes in our community – Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program 

Your responsibilities:

  • Provide troubleshooting and problem resolution for software and hardware issues that vary from moderate to complex avoiding escalation
  • Demonstrate competency in an adaptive and rapidly changing IT environment
  • Troubleshoot the cause of problems, not just the symptoms, and taking action to prevent problems from recurring and to mitigate risk exposure
  • Analyze, determine root causes and implement solutions to resolve support requests according to the service level agreements with the caller, and handle escalate issues when applicable
  • Logging of all calls into an ITSM Ticketing tool with clear and concise language
  • Build supporting documents and provide ‘how to’ instructions and guidance regarding all business applications
  • Follow communication procedures, guidelines, and policies
  • Interact with customers via phone, chat, email and in person.
  • Assist on Metric Reporting and analysis of the IT Service Desk when necessary
  • Recommend improvement and optimization opportunities to meet or exceed departmental targets and service-level agreements (SLAs)
  • Provide guidance and support to less experienced analysts.

Your Skills:

  • Experience with Remote support tools, and monitoring tools including SCCM and SolarWinds
  • Experience using ServiceNow for ticketing to manage Incidents and Service Requests
  • Experience with Active Directory, Domain Services; Windows operating systems, MS Office/365 applications; Network (LAN/WAN) concepts, VPN technologies; Mobile Technologies (Smartphones/Tablets)
  • Demonstrate excellent interpersonal, oral, verbal, and written communication skills in dealing with all levels of staff, as well as the ability to manage user expectations.

Your experience:

  • Education: Degree or diploma in a computer-related program. Windows-based certifications such as MCP or MCSE is an asset;
  • Experience: Minimum 3 years’ prior experience in IT or Helpdesk environment. Deskside experience is an asset. In-depth technical experience working with Intel-based PCs and laptops
  • Previous experience working in an enterprise environment with 3-4 thousand users
  • Bilingual in both French and English is an asset

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’screated when our people from different backgrounds, identities, cultures and experiences share their unique perspectives.Diversity is key to our success and inclusion is everyone’s responsibility.

In a world increasingly engaged intaking actionon global issues of climate change, social justice and good corporategovernance, our organization has an important role to play. We are committed to being part of the solution, in providingthe safe and reliable energy that people need, while taking concrete steps to evolve our business for the future - for ourpeople, our customers and our communities, today and tomorrow.

Pleasetake a lookat our Sustainability Report to learnmore about our commitment to our communities, and our planet.

Job Requirements - Work Experience

Information Technology

As an IT Service Desk Analyst, your role is to provide moderate to complex technical support and exceptional customer service to all employees of Irving Oil. You will serve as the primary point of contact for all issues and requests and interacting with employees in various ways, including phone calls, chats, emails, and in person. As the face and voice of IT, your role exeplifies a positive attitude and willingness to help employees get back to work as quickly as possible by providing excellent first call resolution, troubleshooting, analyzing root causes and resolving moderate to complex problems. Your role involves adapting to an ever-changing environment, multitask, and provide both remote support through various tools as well as hands on support of devices. Please note that this role requires on call and shift flexibility.

What We Offer:

  • Work Environment - Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café
  • Competitive Compensation – Including an annual bonus plan, pension plan, and parking allowance
  • Flexible Benefits Plan – Including medical and dental benefits that are both in effect from day one
  • Paid Vacation – Plus an annual option to purchase additional vacation, too
  • Wellness Support – With an annual wellness allowance, paid personal care days and a 24/7 Employee & Family Assistance Program
  • Opportunity to give back to some amazing causes in our community – Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program 

Your responsibilities:

  • Provide troubleshooting and problem resolution for software and hardware issues that vary from moderate to complex avoiding escalation
  • Provide training and technical assistance on MS Windows operating systems, MS Office suite (including MS Outlook), and Web Browsers
  • Demonstrate competency in an adaptive and rapidly changing IT environment
  • Troubleshoot the cause of problems, not just the symptoms, and taking action to prevent problems from recurring and to mitigate risk exposure
  • Analyze, determine root causes and implement solutions to resolve support requests according to the service level agreements with the caller, and handle escalate issues when applicable
  • Logging of all calls into an ITSM Ticketing tool with clear and concise language
  • Build supporting documents and provide ‘how to’ instructions and guidance regarding all business applications
  • Follow communication procedures, guidelines, and policies
  • Interact with customers via phone, chat, email and in person.
  • Assist on Metric Reporting and analysis of the IT Service Desk when necessary
  • Recommend improvement and optimization opportunities to meet or exceed departmental targets and service-level agreements (SLAs)
  • Provide guidance and support to less experienced analysts.

Your Skills:

  • Experience with Remote support tools, and monitoring tools including SCCM and SolarWinds
  • Experience using ServiceNow for ticketing to manage Incidents and Service Requests
  • Experience with Active Directory, Domain Services; Windows operating systems, MS Office/365 applications; Network (LAN/WAN) concepts, VPN technologies; Mobile Technologies (Smartphones/Tablets)
  • Demonstrate excellent interpersonal, oral, verbal, and written communication skills in dealing with all levels of staff, as well as the ability to manage user expectations.

Your experience:

  • Education: Degree or diploma in a computer-related program. Windows-based certifications such as MCP or MCSE is an asset;
  • Experience: Minimum 3 years’ prior experience in IT or Helpdesk environment. Deskside experience is an asset. In-depth technical experience working with Intel-based PCs and laptops
  • Previous experience working in an enterprise environment with 3-4 thousand users
  • Bilingual in both French and English is an asset

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’screated when our people from different backgrounds, identities, cultures and experiences share their unique perspectives.Diversity is key to our success and inclusion is everyone’s responsibility.

In a world increasingly engaged intaking actionon global issues of climate change, social justice and good corporategovernance, our organization has an important role to play. We are committed to being part of the solution, in providingthe safe and reliable energy that people need, while taking concrete steps to evolve our business for the future - for ourpeople, our customers and our communities, today and tomorrow.

Pleasetake a lookat our Sustainability Report to learnmore about our commitment to our communities, and our planet.

Job Requirements - Work Experience

Information Technology

Job Requirements - Education

Diploma / Certification: Information Technology Join our Talent Community

We are always looking for amazing candidates to join our talent community.

If you do not see a position that interests you, please fill in your contact information and upload your resume.

Who we are

As a family-owned company deeply rooted in our communities, we work hard to make a difference in the places we serve. For nearly 100 years, our commitment to doing good business has been grounded in our commitment to people – to our employees, to our customers, and to our communities. 

Our mission is focused on our continued evolution to meet the changing needs of our customers. We are devoted to being part of the solution, in providing the safe and reliable energy that our customers need, while taking concrete steps to evolve our business for the future. 

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