Service Desk Analyst

at  Strathcona Resources Ltd

Strathcona Resources Ltd. (“Strathcona”) is a Calgary, Alberta based oil and gas production and development company focused on maximizing oil and gas recovery from its low decline, high free cash flow oil and gas resource base. Strathcona’s operations, infrastructure and land position are focused in Alberta, British Columbia, and Saskatchewan.
Strathcona is always looking for people focused on growth, both personal and professional. Those who love a challenge and get excited at the prospect of collaborating with talented people to continuously improve and innovate on tasks both large and small.
We are actively seeking an experienced Service Desk Analyst to support our operations in Calgary, Alberta. Reporting to the Team Lead, Service Desk with our Information Services team, this position will be responsible for providing focused support to employees for all mobile management, including support for mobile devices and other IT-related incidents and requests, both over the phone and in person to ensure reliable operation of hardware and software for our users. The successful candidate will demonstrate a high level of customer service, technical knowledge, and problem-solving skills to ensure incidents are resolved in a timely and efficient manner.

The Successful Candidate Will:

• Manage, maintain, support, troubleshoot and optimize mobile solutions currently in place while making suggestions and adjustments to future needs.
• Responsible for carrier account management, service provisioning and support.
• Manage, test, and provision mobile applications, profiles, and policies.
• Handle user requests through phone, email, Teams, or service desk tickets, and escalating issues as necessary.
• Support a range of end-user devices and applications, including PCs, smartphones, networking devices, printers, and other various software and hardware tools.
• Develop and update technical guides and knowledge base articles to help peers and users become more self-reliant.
• Provide support for onboarding and offboarding processes.
• Engage with the IS Team in weekly Scrums to highlight recurring issues for permanent solutions and to spot opportunities for IS enhancements.
• Provide training and support for meeting room technology.
• Offering emergency after-hours support as needed.
• Manage IT inventory, including computers, printers, phone lines, and other IT assets.
• Administer remote access for company applications and resources.

Qualifications Include:

• 5-10 years of experience in technical support or IT supporting role.
• Outstanding customer service and communication skills.
• Proficient problem-solving and analytical abilities.
• Familiar with mobility carriers, MDM solutions and Apple ABM.
• Ability to work well both independently and in a team setting.
• Experience with ticketing systems and remote assistance tools.
• IT certifications will be considered an advantage.
• Understanding and experience in the oil and gas industry is beneficial.

Work Environment:

• This position is based in Calgary, Alberta.
• Travel to field sites a possibility as required .

Great things aren’t done by one person, they’re done by a team.
Strathcona is committed to developing a high-performance culture through collaboration, trust, and agility. We value our work, our communities, and our commitments – but most of all, we value the team of people who make what we do possible.
Apply to Strathcona
If you have what it takes to be a great Strathcona team member, we want to hear from you. We appreciate all interest in this opportunity but only those selected to advance through the process will be contacted

Please refer the Job description for details