IT Service Desk Analyst

As an IT Service Desk Analyst (fixed term), you will provide basic to moderate technical support while delivering exceptional customer service as the first point of contact for all IT issues and requests. You will interact with employees through multiple channels - including phone, chat, email, and in person ensuring a consistent and positive experience as the face and voice of IT. Your success will be measured by your ability to resolve issues efficiently through strong first-call resolution, maintain a helpful and solution-focused approach, and effectively escalate more complex needs to ensure employees can return to work as quickly as possible.Please note this is a 12-month fixed term positionIf you are interested in this exciting opportunity with Irving Oil, please apply by June 26, 2026What 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 a parking allowance Flexible Benefits Plan – i ncluding medical and dental benefits that are both in effect from day one Paid Vacation Wellness Support – With 24/7 access to our 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 basic to moderate complexity Provide training and technical assistance on MS Windows operating systems, MS Office suite (including MS Outlook), and Web Browsers Troubleshoot the cause of problems, not just the symptoms, and taking action to prevent problems from recurring Analyze and resolve support requests according to the service level agreements with the caller, and escalating the issue when necessary Logging of all calls into an ITSM Ticketing tool with clear and concise language Provide ‘how to’ instructions and guidance regarding all business applications following established processes Follow communication procedures, guidelines, and policies Interact with customers via phone, chat, email and in person Your Skills Previous experience working in an enterprise environment with 3-4 thousand users 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 Bilingual in both French and English is an asset Your Experience Degree or diploma in a computer-related program or equivalent experience within IT. Windows-based certifications such as MCP or MCSE is an asset Minimum 1 year prior experience in IT or Helpdesk environment. Deskside experience is an asset. In-depth technical experience working with Intel-based PCs and laptops 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. Job Requirements - Work ExperienceInformation TechnologyJob Requirements - EducationDiploma / Certification: Information Technology