Help Desk Analyst

Help Desk Analyst

Weir Motion Metrics

Vancouver BC(Onsite)

Part time(25 hours a week- onsite)

Purpose of role: The Held Desk Analyst/End User Services (EUS) Support is a key member of the IT Service Management function and part of a diverse team, both in geography and experience. The Service Management function is responsible for service support in accordance with customer SLAs and delivering colleagues an excellent IT service experience. The EUS Support will primarily operate within the Run phase of the Plan–Build–Run model, ensuring the stability, reliability, and performance of end-user services. This includes providing operational day-to-day support for build and run operations, delivering local deskside support, and collaborating with internal customers and third-party vendors to meet or exceed agreed service levels for the Weir business.

Why choose Weir:

Be part of a global organization dedicated to building a better future: At Weir, the growing world depends on us. It depends on us constantly reinventing, quickly adapting and continually finding better, faster, more sustainable ways to access the resources it needs to thrive. And it depends on each of us doing the best work of our lives. It’s a big challenge – but it is exciting.

An opportunity to grow your own way: Everything moves fast in the dynamic world of Weir. This creates opportunities for us to take on new challenges, explore new areas, learn, progress and excel. Best of all, there is no set path that our people must take. Instead, everyone is given the support and freedom to tailor-make their own career and do the best work of their lives.

Feel empowered to be yourself and belong: Weir is a welcoming, inclusive place, where each individual’s contribution is recognized and all employees are encouraged to innovate, collaborate and be themselves. We continually focus on people and their wellbeing. We believe in fairness and choose to be honest, transparent and authentic in everything we do.

Key Responsibilities:

- Delivery of defined end user services (EUS) to support the Weir business to agreed service levels and in collaboration with vendors where applicable while maintain a polite and courteous manner.

- Strive to excel by meeting or exceeding the Service Level Objectives and job-logging and recording all calls and related activity in Weir’s IT Service Management tool, ServiceNow.

- Provide installation, configuration, delivery, maintenance and monitoring of EUS hardware, components and services, in accordance with defined roadmaps, strategies, policies and standards.

- Follow, create and maintain operational and procedural documentation and escalation processes to ensure adherence to EUS SLAs. Support the service mapping for OT environments to include capture into CMDB

- Provide documentation in the way of knowledge articles for consumption by users and first line support teams as part of shift left strategy.

- Manage 1 to 4 level support escalations with various stakeholders including original equipment manufacturers.

- Engage with the MSP (TCS) daily to coordinate support activities, resolve incidents, manage service requests, and ensure alignment with operational priorities and SLAs.

- Safety First: Demonstrate 100% commitment to our zero harm behaviors in support of our drive towards developing a world class safety culture.

Desirable Skills/Experience/Knowledge/Qualifications

- Currently pursuing a degree in IT support or a related field, with a minimum of two years of academic coursework completed and a strong interest in building a career in IT services and support.

- Experience in maintaining and remediating EUS services and seeking opportunities to improve EUS operations.

- Technical experience across Window desktop operating systems, Linux, Mac OS, Microsoft 365, Microsoft SCCM/Intune, Active Directory and solid hardware knowledge across laptops, PCs, mobile devices, and other equipment.

- Excellent communication and customer facing skills with the ability to discuss technical content in an everyday relatable way.

- Hold foundation ITIL certification – Preferred.

- Experience of working with remote access and ITSM tools

Weir Motion Metrics (WMM) is a Canadian mining technology division that enables a new generation of safe, smart, and sustainable mining based in Vancouver, B.C. Serving the mining market since 1999, then joining Weir in 2021, Motion Metrics is proud to be Weir’s first-ever center of excellence for artificial intelligence and machine vision technology.

Founded in 1871, Weir is a world leading engineering business with a purpose to make mining operations smarter, more efficient and sustainable. Thanks to Weir’s technology, our customers can produce essential metals and minerals using less energy, water and waste at lower cost. With the increasing need for metals and minerals for climate change solutions, Weir colleagues are playing their part in powering a low carbon future. We are a global family of 11,000 uniquely talented people in over 60 counties, inspiring each other to do the best work of our lives.

Weir Motion Metrics is committed to fair and equitable compensation practices. Actual compensation packages are determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location. Packages may vary by location due to differences in cost of living. The recruiter can share more about the specific salary range for a preferred location during the hiring process. Please note that the listed range reflects the base salary or hourly range only.

Weir is committed to an inclusive and diverse workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or any other legally protected status.

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