IT Service Desk Analyst

3 months ago

Saint John, Canada Irving Oil Full time

What We Offer:

- Work Environment - Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café
- Hybrid Work Model - Allows for a blend of in-office and work-from-home days
- 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
- Follow communication procedures, guidelines, and policies
- 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
- 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

LI-Hybrid
- Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s_ _created 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 in_ _taking action_ _on global issues of climate change, social justice and good corporate_ _governance, our organization has an important role to play. We are committed to being part of the solution, in providing_ _the safe and reliable energy that people need, while taking concrete steps to evolve our business for the future - for our_ _people, our customers and our communities, today and tomorrow._
- Please_ _take a look_ _at our_ _
- Sustainability Report_
- _to learn_ _more about our commitment to our communities, and our planet._

Job Requirements - Work Experience

Information Technology

Job Requirements - Education

Diploma / Certification: Information Technology

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