SKILLS & SPECIFICATIONS:

• Tertiary qualification in Information Technology (or equivalent) is preferred but not a requirement
• Some experience working in an IT environment required
• Travel (driving/flying to other Stantec offices (local and interstate will be required), must have valid driver’s license.
• Suitable for Permanent Residency visa holders or Australia Citizens only
• Self-starter - The ability to work with minimal supervision
• Demonstrates an outstanding “customer orientated” service management experience
• Ability to build relationships through strong interpersonal skills (written and verbal)
• Demonstrated capability for problem solving, decision making, sound judgement and assertiveness
• Demonstrates the ability to tackle a problem by using a logical, systematic and sequential approach
• Awareness of the challenges and benefits of working in geographically and culturally dispersed, virtual teams, and willingness to work cooperatively with others in such teams
• Process orientated, able to work cross functionally in a team environment
• Exhibit a natural curiosity, passion, and a desire to find ways to apply technology to business challenges
• Promotes innovation and continual process improvement

ABOUT THE ROLE

The professional-level Desktop Support Analyst position is a customer-facing role that requires intermediate proficiency in a variety of IT systems and applications. This role is vital to ensuring the smooth operation of day-to-day business activities, with a strong focus on supporting Windows desktop environments and commonly used applications.
As part of the IT support team, the analyst will be responsible for addressing user issues, maintaining system functionality, and contributing to a positive user experience. In addition to technical support, the position involves a range of operational and administrative duties that are essential for consistent and reliable service delivery. These responsibilities may include managing support requests, documenting procedures, and assisting with routine system checks, all of which help maintain the overall health and efficiency of the IT environment.
The ideal candidate will bring a solid technical foundation in IT desktop support, with hands-on experience in troubleshooting hardware and software issues, configuring systems, and supporting end users. If you’re currently working in a Service Desk Support role and looking to take the next step in your career, this position offers a great opportunity to gain more hands-on experience and broaden your technical skill set.
Please note that employment visa sponsorship is not available for this role. Therefore, it is only suitable for candidates who are Australian citizens or permanent residents. Applicants on temporary visas or requiring sponsorship will not be considered.

KEY ACCOUNTABILITIES FOR THIS ROLE INCLUDE:

• Provide user facing operational support for desktops and applications. Contribute to the resolution of operational problems by working collaboratively with virtual peers
• Resolve requests using Stantec ticket system within agreed timeframes and ensure all tickets are correctly documented.
• Conduct Queue Management activities, including the management and auditing of the Incident and Service Request queues daily, and monitoring and alerting the RITC and RITM on trends.
• Conduct proactive maintenance and administration of designated services, including implementation, configuration, and monitoring.
• Maintain and create operational knowledge base documentation.
• Deploy software updates and security patches to workstations.
• Collaborate with other IT service teams and the Procurement team on lifecycle management to ensure that local IT assets are fully and effectively used during their effective life.
• Ensure the safe, secure and effective disposal of Stantec computing devices.
• Installation of all user related Software on receipt of an approved Service Request.
• Participate in cross training and mentoring with service delivery teams.
• Participate in IT projects as an operational resource performing tasks as required.
• Contribute to the development of operational procedures and documentation.
• Support corporate policies, procedures and best practices pertinent to supporting Stantec’s Infrastructure.
• Complete all work in line with Stantec Health and Safety program