Job Description

?As a Service Desk Analyst, you will provide basic to moderate technical support and exceptional customer service to all employees of Irving Oil, acting as the single point of contact for all IT-related issues and requests through phone calls, chats, emails, and in-person interactions. Your goal will be to ensure employees can return to work quickly by delivering excellent first call resolution and escalating issues when necessary. Your success will be defined by your ability to represent IT with a positive attitude, resolve problems efficiently, and maintain high levels of employee satisfaction.
Please note that this role requires on call and shift flexibility.
What We Offer:

• Work Environment - Work onsite in our beautiful home office building with access to a fitness facility, onsite nurse, and a cafe
• Competitive Compensation - Includes an annual bonus plan, pension plan, and parking allowance
• Flexible Benefits Plan - In effect from day one and offers three levels of coverage to select from to meet your unique, personal needs
• Paid Vacation - There is 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
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 with an 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 Experience Information Technology
Job Requirements - Education Diploma / Certification: Information Technology

Skills Required