IT Service Desk Analyst

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 café

- 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’screated 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