Job Description

Graham is an employee-owned construction solutions partner that services the buildings, industrial, infrastructure, water and project finance sectors. We deliver lasting value for our clients through meticulous planning and scheduling, while upholding rigorous safety and quality standards. With offices throughout North America, our passionate and knowledgeable teams deliver projects that enable communities to thrive and people to live, work, move and grow in a rapidly changing world. With over nine decades of experience, Graham has the resources, capacity and expertise to undertake projects of every scope, scale and complexity. Join our team to deliver a better tomorrow.
We are seeking top-tier talent to join our Corporate Services team and support our construction operations by applying your expertise to various Corporate Services business initiatives. As a member of this collaborative team, you can expect a safe, diverse and inclusive environment, and on-going learning and career development opportunities.
About The Role
In the IT Services Analyst role, you will be providing first line support to Graham's internal customers and stakeholders which includes project site staff, office, and corporate services staff. Your caring and energetic approach will help solve incidents, fulfill requests, and allow our customers to get back to focusing on Graham's operations as quickly as possible. Maintain excellent customer experience is our primary goal and and must be a driven individual to achieve a high quality of work. You will be empowered along with your team to seek opportunities to improve service levels. Improvements can occur through automation, streamlining and simplification of processes or offering education on new advancements in technology. Your Coach and Leader, the IT Services Team Lead, will help foster your growth and ensure you have everything you need to succeed.
May include the following repsonsibilties:

• Work through multiple customer incidents, requests and tasks through to completion
• Empathize with our customers to help them through their requests regardless of their standing in the organization
• Prioritize issues based on the severity/impact and escalate to specialists when required
• Demonstrate agile troubleshooting skills for desktops, laptops, cellular, basic networking and applications
• Communicate effectively and liaise between technical and non-technical customers
• Prioritize multiple tasks and incidents to ensure high levels of customer satisfaction
• Know your strengths and limitations, remain curious and treat every interaction as an opportunity to learn
• Suggest new and creative ways to improve the support experience in collaboration with your peers
• Assess daily workload requirements and make changes as required based on priorities

Minimum Requirements:

• Diploma or degree in Computer Science or related discipline
• 2+ years of experience in a Customer Service delivery role
• Working knowledge of Microsoft Suit (Windows, desktop, SharePoint, Active Directory, Exchange and Office 365)
• Fundamental knowledge of networking concepts like switching, routing and VPN as well as internet connectivity using cellular, satellite, ADSL, cable and fiber
• Driven, ambitious and energetic personality, with the ability to work with various skill levels
• Excellent time management and customer service skills
• Ability to communicate effectively in person, virtually or through written text
• Ability to work calmly under pressure, understand and adhere to workflow processes
• Ability to understand IT acronyms and translate them effectively to customers
• Ability to translate user challengers and offer the best expertise to support
• Proficiency in troubleshooting network, desktop,cellular, and other infrastructure related hardware and software

If this sounds like you, then Graham may be the right fit. Apply today.
Graham is an Equal Opportunity Employer, and employment selection decisions are based on merit, qualifications, and abilities. Graham does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, veteran status or any other characteristic protected by country, regional or local law.
No unsolicited resumes or phone inquiries from agencies, thank you.
As Graham's trusted recruitment partner, Jardeg aids in the hiring of skilled professionals who play a crucial role in the success of Graham's Buildings, Industrial, Infrastructure, Water, Development, Maintenance and Turnaround projects across Canada.

Skills Required