Service Desk Analyst (IT Support)
WHITECAP RESOURCES INC.
Whitecap Resources Inc. is a leading Canadian energy company committed to delivering reliable returns to shareholders through the responsible development of oil and natural gas assets in the Western Canadian Sedimentary Basin. With a strong track record of profitable growth and a sustainable dividend, Whitecap delivers long-term value to investors, supported by investment-grade financial strength.
We have unconventional and conventional assets exclusively focused in Western Canada and the asset base includes the Weyburn EOR Project. As a majority owner and operator of the Weyburn EOR Project, annually we safely sequester approximately 1.5 million tonnes of CO 2 making it a unique project within our portfolio. We currently employ 1,200 people, including our valued contract staff.
At Whitecap, our corporate culture is entrepreneurial. Our corporate philosophy allows us to develop skills, collaborate alongside our teammates, and ultimately have a fulfilling career.
The Help Desk Analyst – Tier II role is responsible for providing advanced technical support to end users, acting as an escalation point for Tier I incidents and requests. This position ensures timely resolution of more complex technical issues while maintaining a strong focus on customer service, documentation, and adherence to ITSM processes. Answer incoming support calls and respond to tickets in a professional, customer-focused manner, ensuring consistent communication with end users.
Serve as an escalation point for Tier I analysts, providing guidance, mentoring, and technical assistance as required.
Record, track, prioritize, and document incidents and service requests using the organization’s ticketing system, from intake through resolution.
Microsoft Active Directory (user accounts, groups, permissions) ; Microsoft Exchange / Exchange Online (mailboxes, permissions, distribution groups) ; Azure Active Directory / Entra ID (identity management, MFA support, account synchronization)
Perform advanced desktop and application troubleshooting, including software installs, upgrades, and configuration.
Apply diagnostic tools and technical knowledge to identify root causes and recommend long-term solutions.
Develop and maintain technical documentation, knowledge base articles, and standard operating procedures.
Perform post-resolution follow-ups to confirm user satisfaction and issue resolution.
Stay current with system changes, updates, and supported technologies.
Diploma in a related field or equivalent combination of education and experience.
- 3+ years of experience in a Tier I or Tier II Help Desk / Service Desk role.
- Hands-on experience with answering calls in a service desk or help desk environment
- ServiceNow, Jira, Freshservice, or similar)
- Active Directory, Microsoft Exchange / Exchange Online and Azure Active Directory (Entra ID) experience a plus
- Strong understanding of Windows operating systems and common enterprise applications.
- Oil and gas application knowledge is considered a strong asset.
- Excellent written and verbal communication skills, with the ability to explain technical concepts in user-friendly language.
- Exceptional customer service orientation and a collaborative, team-focused mindset
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