Service Desk Student

People come together at Edmonton Airports. They connect. Learn. Imagine. We are an Airport for Everyone, uniting people for a world of possibilities. Our community, passengers, partners and team members come together to achieve meaningful connections and opportunities. At Edmonton Airports, we aim to create a community of unique individuals to allow for expanded ideas, perspectives, collaboration and innovative business decisions. We do this by fostering positive, enthusiastic people who are excited take on challenges. As an organization, we value opportunities to create diversity within our team, including backgrounds, experiences, perspectives and ways of working together. True to our core values, we are invested in our talent and consider professional development, specialty training and career growth among the top priorities to expand team member skillset as we continue evolving with new technologies and forward-thinking ideas. As recipients of the 2024 Alberta Top 80 Employer Award, we work to elevate the experience even higher and facilitate new possibilities at our region’s airports.
Les personnes se rassemblent à Edmonton Airports. Elles nouent des liens. Elles apprennent. Elles imaginent. Nous sommes un aéroport pour tout le monde et nous unissons les gens autour d’un monde de possibilités. Notre communauté, nos passagères et nos passagers, nos partenaires et les membres de notre équipe se réunissent pour tisser des liens enrichissants et concrétiser des possibilités. À Edmonton Airports, nous nous efforçons de rassembler une communauté de gens uniques pour permettre l’expansion des idées et des perspectives, favoriser la collaboration ainsi que la prise de décisions commerciales novatrices. Pour y parvenir, nous encourageons l’attitude positive et l’enthousiasme de personnes motivées à relever des défis. Nous valorisons, comme organisme, les occasions de promouvoir la diversité au sein de l’équipe, notamment en termes d’origines, d’expériences, de perspectives et de façons de travailler ensemble. Fidèles à nos valeurs fondamentales, nous nous engageons à investir dans nos talents et considérons le développement professionnel, la formation spécialisée et l’évolution de la carrière comme des priorités absolues afin d’élargir l’éventail des compétences des membres de notre équipe et de continuer à évoluer au gré des nouvelles technologies et idées novatrices. Lauréate du 2024 Alberta Top 80 Employer Award, l’entreprise s’efforce constamment d’améliorer l’expérience et de favoriser l’émergence de nouvelles possibilités aux aéroports de notre région.
Service Desk - Summer Student
1 Full Time, Term Position (May-August)
Day in The Life
The YEG Technology Service Desk Summer student will be a customer service focused and technically trained individual who is eager to support the YEG Technology Service Desk team by providing support services for continuous IT Operations at the airport. The requirements for this position will provide learning opportunities including:

- Opportunities to communicate, coordinate, manage tickets and book appointments for users
- Opportunities to practice business analyst skills inclusive of:

- Documenting business, operational and standard processes for the Knowledge Management
- Ability to extend and develop deeper customer service skills, inclusive working with the customers on problem solving, issue identification, and problem resolution
- Opportunities to develop, document and roll out new SOPs for addressing common issues
- Opportunities to practice operational skills inclusive of:

- Learning how to triage and prioritize issues leveraging ITIL and ITSM frameworks
- Exposure to operational processes relating to procurement, including inventory control processes, receipt of goods, inventory management and similar tasks
- Opportunities to understand the complexities of End-user Compute environments by participating in hardware set up, including the physical setup of individual workspaces, hardware and software deployment, and request management
- Exposure to opportunities on how to effectively triage, prioritize and support remote customers who are located across the YEG airport campus
- Exposure to operational tooling associated with the imaging of computers and managing complex software asset inventory
- Exposure to the NIST/CIS Computer Security Framework, including how to implement operational controls, produce evidence of process adherence and participate in security and compliance activities
- Support on key business refresh projects working with end users and deployment of new hardware/software associated with the enhancements.
- Support the operational team with technical and customer service support to end users

**You will bring**:

- An enrollment in education or background and passion for Computer Science, cybersecurity, IT Governance or a related discipline
- Demonstrated knowledge and an interest in Systems Thinking, and how to deliver Operational Improvement