Service Desk Agent
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IT Services Analyst
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Job Description
The IT Services Analyst provides first-line technical support for Graham employees across corporate offices and project sites. The role focuses on delivering excellent customer service, resolving incidents and requests, supporting end-user technology, and identifying opportunities to improve service delivery through automation and process improvements.
IT Services Analyst
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Responsibilities:
• Provide first-line support for incidents, service requests, and end-user issues.
• Troubleshoot desktops, laptops, mobile devices, networking, Office 365, and business applications.
• Prioritize and resolve tickets while escalating complex issues when required.
• Deliver exceptional customer service and communicate effectively with technical and non-technical users.
• Support continuous service improvement initiatives, automation, and process optimization.
• Maintain documentation and contribute to knowledge-sharing activities.
IT Services Analyst
- Mandatory
Skills:
• Diploma or Degree in Computer Science, Information Technology, or related discipline.
• 2+ years of experience in an IT Service Desk, Help Desk, or Technical Support role.
• Experience supporting Windows Operating Systems, Microsoft 365, Active Directory, Exchange, and SharePoint.
• Strong troubleshooting skills across desktops, laptops, mobile devices, and peripherals.
• Fundamental networking knowledge including routing, switching, VPNs, and cellular and internet connectivity.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
IT Services Analyst – Nice-to-Have
Skills:
• ITIL Foundation certification.
• Experience supporting construction, engineering, or field-based organizations.
• Exposure to service management platforms such as ServiceNow, Freshservice, or Jira Service Management.
• Experience scripting or automating repetitive support tasks.
• Knowledge of Azure, Intune, and Endpoint Management.
IT Services Analyst – Assignment Length:This is a 3-month contract position to start.
IT Services Analyst
- Start Date:ASAP.
IT Services Analyst
- Assignment
Location:
Calgary, Alberta, Canada. This position is Onsite, requiring 4 days in the office.
This posting is for an existing vacancy.
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