Service Desk Analyst

Location: Toronto, ON Canada; Edmonton, AB Canada; Calgary, AB Canada; Vancouver, British Columbia Canada

Operating Sector: Information Services

Position Title: Service Desk Analyst

At Aecon, you can count on:

• Safety Always. Our number one core value. If we can’t do it safely, we don’t do it at all.
• Integrity. We lead by example, with humility and courage.
• Accountability. We’re passionate about delivering on our commitments.

We lead the infrastructure industry with purpose, and our people are at the heart of everything we do. We invest in our people, just like they invest in us!

At Aecon we:

• Ensure you and your family receive the services needed to support your mental, emotional, and physical well‑being.
• Believe in helping you build your career through our Aecon University and Leadership Programs.
• Are committed to supporting and investing in inclusive work environments, through initiatives like Equity, Diversity & Inclusion training, our Aecon Women in Trades and Aecon Diversity in Trades programs, and our Employee Resource Groups (ERGs) to ensure we are building inclusion into every aspect of our culture at Aecon.
• Are a leader in sustainable construction. With a strong commitment to operating responsibly by minimizing our impact on the environment and surrounding communities.

Our business success relies on strong execution and continuous improvement – driven by the diversity, expertise and teamwork of our people. We’re always searching the globe for innovative, collaborative minds to join our best‑in‑class Aecon community!

What is the Opportunity?
Reporting to the Service Desk Team Lead, the Service Desk Analyst is responsible for the administration of all incidents and service requests to ensure timely resolution along with providing front‑line support to our end‑user community. The Service Desk Analyst will leverage the Information Services team to ensure that customer satisfaction is maintained, service levels are achieved, and quality is not compromised.

What You’ll Do Here:

• Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer‑related technologies.
• Provide first‑level Service Desk support to end users on a variety of issues.
• Responsible to monitor all open requests and incidents to ensure timely resolution, escalating to management for assistance when appropriate.
• Assign requests or incidents to appropriate queues for follow up.
• Log a ticket for any IS issues received via walk‑in, phone, or e‑mail in Aecon’s Service Management Tool (BMC Remedy).
• Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error.
• Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how‑to” procedures and knowledge‑base articles.

What You Bring to the Team:

• Excellent oral and written communication skills.
• Degree or diploma related to Information Services or equivalent work experience.
• Familiarity with ITIL Foundations is an asset.
• Experience with Incident Management, Problem Management, Knowledge Management, Change Management, or Service Level Management is an asset.
• Ability to clearly communicate technical concepts to non‑technical people.
• Technical knowledge in computer hardware and software configuration.
• Ability to multi‑task in a fast‑paced environment.
• Ability to act individually and work together with others as part of a team.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Must have a working knowledge of Windows 10, MS Office 365 products, Microsoft Exchange, and Active Directory.
• Understanding of BMC Remedy, Citrix XenApp, SAP, and Microsoft Teams is also an asset.
• Able to troubleshoot network connectivity, router, access point, and switch issues.
• Ability to speak multiple languages considered an asset.

Aecon fosters diversity, inclusion and belonging within and across our organization. We welcome all to apply including women, visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.

We are committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA), and to meeting the accessibility needs of persons with disabilities in a timely manner. Through the implementation of the requirements of the ACA and its applicable regulations, appropriate accommodations will be provided upon request throughout the interview and hiring process.