IT Service Desk Analyst

About the Role

The IT End User Services group is looking to fill a position on the Service Desk team, which serves at the first point of contact for Brookfield Renewable staff to contact the IT team.

Their focus is to resolve incidents, problems, and requests, or to route tickets appropriately where required.

Key Responsibilities

• Receive, act on, and triage requests to the IT team via phone call, email, and ServiceNow portal
• Support End Users with Level 1 and 1.5 support including, but not limited to :
• Password resets
• Software install / uninstall
• Operating System (Windows 10) and Hardware issues
• Mobile device management utilizing In-Tune
• Printer setup
• Assist in the administration of enterprise-wide toolsets such as Office 365
• Provide remote support to users via TeamViewer and SCCM
• Provide after hours on call support once every 4-6 weeks on a rotating basis
• Assist in asset management and tracking of both hardware and software assets

Knowledge and Experience Required

• College Diploma or bachelor’s degree in Information Technology, Computer Programming / Science, Engineering, or other related field
• Equivalent work experience will be accepted
• Strong time management skills, able to manage multiple priorities and work on multiple tickets at once
• Customer-centric mindset and strong interpersonal skills
• Exceptional problem-solving ability
• Ability to articulate solutions to problems clearly and effectively to non-technical colleagues
• Ability to document repeated actions in relation to Problems and Incidents
• Experience using ServiceNow as a ticketing system
• Functional knowledge of Windows 7 and Windows 10 enterprise deployments
• Functional knowledge of the M365 toolset (i.e. Office Suite, Microsoft Teams, SharePoint)
• Understanding of Group Policy structure is an asset
• Working knowledge of ITIL processes
• Fluency in English and French is required

Note : Offices continue to be central to collaboration and Brookfield’s identity. This position requires the employee to be on-site for a minimum of 4 days to perform most effectively.

Working here, you will enjoy :

At Brookfield, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential.

• We work to recognize you in meaningful, personalized ways including a competitive salary, bonus structure, a health benefits program, and defined benefit pension plan,
• Our spaces are open, dynamic, and collaborative, giving you access to different businesses and teams. For your wellbeing, our building is equipped with a modern gym, bike storage, and healthy snacks and drinks.
• We cultivate a culture where we invest in your growth and development.

Diversity & Inclusion

Brookfield Renewable embraces and promotes the principles of diversity, equity, and inclusion. We welcome and encourage applications from all qualified candidates, including women, Indigenous peoples and other persons of all races, ethnic origins, religions, abilities, sexual orientations, and gender identities and expressions.

We also provide accommodation during all parts of the hiring process, upon request. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.