Service Desk Analyst

1 week ago

Vancouver, Canada Ledcor Full time

Location: Vancouver, BC, Canada
Date Posted: Feb 2, 2024
Job ID: R18548
Job Status: Full-Time

Description

Job Summary:
Ledcor are hiring a Service Desk Analyst for a 6 month fixed term contract based from our Vancouver or Edmonton offices. Reporting to the service desk team lead, the Service Desk Analyst will provide Tier 1 and Tier 1.5 support via phone, online form submissions, and chat tools to all Ledcor employees and contractors.

In your new role, you will provide customer service and IT support through excellent communication and troubleshooting skills. Your ability to troubleshoot and resolve technical issues remotely in a timely and efficient manner is critical. The role requires you to prioritize, coordinate, assign, and resolve customer incidents based on defined SLAs.

Additionally, you will be responsible for creating and maintaining Service Requests, updating work logs, change logs, project records, documentation, and contributing to the creation of IT knowledge base articles.

**Responsibilities**:

- Provide technical and user support to Ledcor’s employees and contractors via telephone, and other online-based or remote-control tools
- Remotely troubleshoot various issues including but not limited to hardware, software, and network issues
- Create documentation or providing training for end users to help resolve issues or use technology effectively
- Respond to and resolve IT incidents and request in a timely and efficient manner, ensuring that end-users are consistently informed of the status of their ticket statuses and progress
- Coordinate tickets and ensure that incoming unassigned tickets and tasks are assigned to the corresponding team or technician depending on the issue and end-user location
- Understands Ledcor’s IT infrastructure and the different teams responsible for various components of the infrastructure
- Working in tandem with other departments and technicians to ensure full white glove service is provided for the end users
- Continuous Improvement: Assists with Continuously reviewing and improving IT processes and procedures to identify and recommend updates to ensure that they are efficient, effective, and aligned with industry best practices and standards (ITIL based)

**Qualifications**:

- A College diploma or certificate in a relevant field such as computer science, networking etc is desirable
- 3+ years' experience working in a similar role supporting large enterprise environments
- ServiceNow experience and/or ITIL certification are considered an asset
- Excellent troubleshooting skills with the ability to diagnose and solve technical issues
- Excellent communication and interpersonal skills, including the ability to communicate technical information to non-technical stakeholders.
- Strong analytical and problem-solving skills, including the ability to identify and resolve complex issues promptly and efficiently
- Ability to manage situations and incidents of multiple priorities, work under pressure, communicate effectively, and meet deadlines in a fast-paced environment
- Proficiency in Microsoft Office Suite including SharePoint, Microsoft Windows Operating Systems, Microsoft Active Directory, cloud-based printing & fax systems, Intune, Microsoft End Point, Autopilot, and Exchange Online
- Proficiency in troubleshooting hardware and software remotely, including laptops, desktops, mobile phones, printers (personal and network), Microsoft 365, SharePoint, Workday, Bluebeam, InEight and other various installations of local software.

Work Conditions
- This is a work from home position with the understanding you will be required to attend the office as the business needs.

Additional Information:
Company Description

The Ledcor Group of Companies is one of North America’s most diversified construction companies. Ledcor is a company built on a rich history of long-standing project successes.

But when you work for Ledcor, your experience will go far beyond the project. Do you want a career that means more? Join our True Blue team now

Employment Equity

At Ledcor we believe diversity, equity, and inclusion should be part of everything we do. We are proud to be an equal-opportunity employer. All qualified individuals, regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other identifying characteristic are encouraged to apply.

Our True Blue team consists of individuals from all backgrounds who contribute diverse perspectives and experiences to Ledcor. We are committed to continuing to build on our culture of empowerment, inclusion and belonging.

1055 West Hastings St, Vancouver, BC

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