Modern Workplace & Platform Services Analyst (Executive Support)

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. The Modern Workplace & Platform Services Analyst - Executive Support delivers high-touch, personalized IT support to Air Canada senior executives and VIP users. This role ensures a seamless technology experience through proactive, discreet, and efficient assistance across devices, applications, and collaboration tools. Acting as a trusted technology advisor, the analyst upholds the highest standards of professionalism and confidentiality. Responsibilities Serve as first point of contact into IDD organization for Air Canada executive support. Provide white-glove technical assistance for executives, including troubleshooting hardware, software, and connectivity issues across laptops, mobile devices, and peripherals. Responsible for the day-to-day requests and escalations from executives, ensuring timely resolution and exceptional service. Maintain accountability for the delivery of IT services to VIP executives by providing continuous status updates and ensuring their needs are met to the highest level of satisfaction. Provide on-site and remote support for meetings, presentations, and video conferencing (e.g., Microsoft Teams), including coordination with AV vendors for live events. Ensure proactive maintenance of executive devices, including updates, security compliance, and performance optimization. Act as liaison with internal IT teams and vendor partners to resolve complex issues, maintaining ownership and clear communication throughout. Ensure VIP travel readiness by validating device functionality and connectivity for seamless travel experiences. Maintain strict confidentiality and discretion when handling sensitive information. Provide personalized training and guidance on new tools and features to enhance productivity. Document incidents and resolutions in Air Canada’s ITSM platform, ensuring accurate reporting and trend analysis. Collaborate with Modern Workplace Services team to align with enterprise standards and drive continuous improvement. Contribute to knowledge base articles for executive support scenarios to promote consistency and service excellence. Maintain an accurate and up-to-date inventory of all executive/VIP assets (devices, peripherals, and related equipment), ensuring proper tracking, lifecycle management, and timely refresh or replacement as needed. Provide remote support for VIP users working from home, including troubleshooting home systems, personal devices, and network equipment. Demonstrate professionalism and a solutions-oriented approach during executive events and high-pressure situations. Embrace flexibility and adaptability in adopting new processes and technologies. Support the broader Modern Workplace Services Global Support Team during periods without executive-specific issues. Qualifications University degree or technical certification in IT, or equivalent experience. 3-5 years of experience providing IT support to senior executives or VIP users in a large corporate environment; airline or travel industry experience is an asset. Strong technical expertise in Windows, macOS, iOS, and Android platforms. Proficiency with Microsoft 365 suite, collaboration tools, and enterprise applications. Excellent troubleshooting and problem-solving skills with a customer-first mindset. Knowledge of network connectivity, AV systems, and mobile device management (MDM). Exceptional communication and interpersonal skills for high-touch interactions. Ability to remain composed and professional under pressure, including during executive events. Strong written and oral communication skills with confidence in engaging senior leadership. Flexibility to work extended hours and travel as required. Positive, proactive attitude with a strong problem-solving mindset. IT certifications (e.g., CompTIA A, Microsoft Certified: Modern Desktop Administrator) preferred. Familiarity with ITIL practices and enterprise ITSM tools. Demonstrate punctuality and dependability to support overall team success in a fast-paced environment. Key Competencies Customer Focus: Delivers excellent service and anticipates executive needs. Analytical Thinking: Applies a logical approach to problem-solving. Interpersonal Effectiveness: Builds trust with leaders through empathy and professionalism. Adaptability: Adjusts readily to new priorities and pressures. Collaboration: Works smoothly with teams and vendors for optimal results. Communication Skills: Explains technical concepts clearly to all audiences. Problem-Solving Orientation: Stays proactive and solution oriented. Confidentiality & Integrity: Protects sensitive information with professionalism. Conditions of Employment: Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest. Linguistic Requirements Based on equal qualifications, preference will be given to bilingual candidates. Diversity and Inclusion Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve. Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.