Service Desk Analyst (IT Support)

Job Responsibility:

As an IT Service Desk Analyst, you will provide basic to moderate technical support and exceptional customer service to all employees of Irving Oil. You will be the single point of contact for all issues and requests and interact with employees in various ways, including phone calls, chats, emails, and in person. As the face and voice of IT, this role provides a positive attitude and willingness to help employees get back to work as quickly as possible by providing excellent first call resolution, while actively escalating employees' needs when necessary. Please note that this role requires on call and shift flexibility.

What 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

Paid Vacation - Plus an annual option to purchase additional vacation, too

Wellness Support - With an annual wellness allowance, paid personal care days and a 24/7 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

Minimum 1-year prior experience in IT or Helpdesk environment

In-depth technical experience working with Intel-based PCs and laptops

Windows-based certifications such as MCP or MCSE is an asset

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