Service Desk Analyst, 6-month Fixed Term

at  Ledcor

Location: Edmonton, AB, Canada
Date Posted: Jan 17, 2025
Job ID: R22808
Job Status: Full-Time
Description
As a Service Desk Analyst, you will deliver exceptional customer service and IT support through strong communication and troubleshooting skills. Your ability to efficiently resolve technical issues remotely is essential. This role involves prioritizing, coordinating, assigning, and resolving customer incidents in alignment with defined SLAs. You will provide Tier 1 and Tier 1.5 support via phone, online forms, and chat tools to all Ledcor employees and contractors.
Additionally, you will manage Service Requests, maintain and update work logs, change logs, project records, and documentation, and contribute to the creation of IT knowledge base articles to enhance service delivery.
This is a 6-month Contract opportunity that provides a competitive total compensation package including benefits. Learn more about working at Ledcor: Watch here. To join our True Blue team apply through this posting today!

Responsibilities:

• Provide technical and user support to Ledcor’s employees and contractors via telephone, and other online-based or remote-control tools
• Remotely troubleshoot various issues including but not limited to hardware, software, and network issues
• Create documentation or providing training for end users to help resolve issues or use technology effectively
• Respond to and resolve IT incidents and request in a timely and efficient manner, ensuring that end-users are consistently informed of the status of their ticket statuses and progress
• Coordinate tickets and ensure that incoming unassigned tickets and tasks are assigned to the corresponding team or technician depending on the issue and end-user location
• Understands Ledcor’s IT infrastructure and the different teams responsible for various components of the infrastructure
• Working in tandem with other departments and technicians to ensure full white glove service is provided for the end users
• Continuous Improvement: Assists with Continuously reviewing and improving IT processes and procedures to identify and recommend updates to ensure that they are efficient, effective, and aligned with industry best practices and standards (ITIL based)

Qualifications:

• A College diploma or certificate in a relevant field such as computer science, networking etc is desirable
• 3+ years’ experience working in a similar role supporting large enterprise environments
• ServiceNow experience and/or ITIL certification are considered an asset
• Superb troubleshooting skills with the ability to diagnose and solve technical issues
• Excellent communication and interpersonal skills, including the ability to communicate technical information to non-technical stakeholders.
• Strong analytical and problem-solving skills, including the ability to identify and resolve complex issues promptly and efficiently
• Ability to manage situations and incidents of multiple priorities, work under pressure, communicate effectively, and meet deadlines in a fast-paced environment
• Proficiency in Microsoft Office Suite including SharePoint, Microsoft Windows Operating Systems, Microsoft Active Directory, cloud-based printing & fax systems, Intune, Microsoft End Point, Autopilot, and Exchange Online
• Aptitude in troubleshooting hardware and software remotely, including laptops, desktops, mobile phones, printers (personal and network), Microsoft 365, SharePoint, Workday, Bluebeam, InEight and other various installations of local software.

Work Conditions:

• This is a work from home position with the understanding you will be required to attend the office as the business needs

Additional Information
The Ledcor Group of Companies is one of North America’s most diversified construction companies. Ledcor is a company built on a rich history of long-standing project successes.
Our workplace culture has been recognized as one of Canada’s Best Diversity Employers, Canada’s Most Admired Corporate Cultures, and a Top 100 Inspiring Workplace in North America.
Our competitive total rewards package provides compensation and benefits that support your physical, mental and financial wellbeing. We offer exciting, challenging work with opportunities to develop your skills and knowledge.
Employment Equity
At Ledcor we believe diversity, equity, and inclusion should be part of everything we do. We are proud to be an equal-opportunity employer. All qualified individuals, regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status or any other identifying characteristic are encouraged to apply.
Our True Blue team consists of individuals from all backgrounds who contribute diverse perspectives and experiences to Ledcor. We are committed to continuing to build on our culture of empowerment, inclusion and belonging.
Adjustments will be provided in all parts of our hiring process. Applicants need to make their needs known in advance by submitting a request via email. For more information about Ledcor’s Inclusion and Diversity initiatives, please visit our I&D page.
7008 Roper Road NW, Edmonton, A

• Provide technical and user support to Ledcor’s employees and contractors via telephone, and other online-based or remote-control tools
• Remotely troubleshoot various issues including but not limited to hardware, software, and network issues
• Create documentation or providing training for end users to help resolve issues or use technology effectively
• Respond to and resolve IT incidents and request in a timely and efficient manner, ensuring that end-users are consistently informed of the status of their ticket statuses and progress
• Coordinate tickets and ensure that incoming unassigned tickets and tasks are assigned to the corresponding team or technician depending on the issue and end-user location
• Understands Ledcor’s IT infrastructure and the different teams responsible for various components of the infrastructure
• Working in tandem with other departments and technicians to ensure full white glove service is provided for the end users
• Continuous Improvement: Assists with Continuously reviewing and improving IT processes and procedures to identify and recommend updates to ensure that they are efficient, effective, and aligned with industry best practices and standards (ITIL based