Bilingual Service Desk Analyst

Aecon Concessions; Montreal, Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

Aecon Concessions is seeking a Bilingual Service Desk Analyst to provide frontline support and manage incident administration. The role requires excellent communication skills in both French and English, along with a degree or diploma in Information Services. Join a company committed to safety, integrity, and diversity while contributing to impactful infrastructure projects.

Qualifications

• Excellent communication skills in French and English.
• Degree or diploma in Information Services or equivalent experience.
• Familiarity with ITIL Foundations is an asset.

Responsibilities

• Serve as the primary contact for Service Desk requests related to hardware, software, networking.
• Provide first-level support to end users.
• Log tickets for IS issues via walk-in, phone, or email.

Skills

Communication skills in French

Communication skills in English

Problem-solving skills

Technical knowledge of hardware and software configuration

Ability to multitask

Teamwork

Independent work skills

Education

Degree or diploma in Information Services

Tools

BMC Remedy

Windows 10

MS Office 365

Microsoft Exchange

Active Directory

Citrix XenApp

SAP

Microsoft Teams

Job description

It has come to our attention that various international organizations or individuals have been offering false employment opportunities at Aecon Group Inc. Aecon Group Inc. employment policies and processes involve interviews, and candidates who seek employment are never required to pay us any sum of money. To do so would be contrary to our business conduct guidelines and ethical practices. We also do not extend formal offers of employment or execute employment agreements through social media or social chat platforms.

We take this matter extremely seriously and are working with the appropriate authorities to shut down such fraudulent schemes. Please remain vigilant and report any suspicious outreach to your local authorities and email concerns to [e-mail].

Date: May 23, 2025

Locations: Toronto, ON, CA; Montreal, Quebec, CA

Operating Sector: Information Services

Position Title: Bilingual Service Desk Analyst

Come Build Your Career at Aecon!

As a Canadian leader in infrastructure development, Aecon is safely and sustainably building what matters for future generations to thrive. We lead impactful infrastructure projects in transportation and energy, partnering daily to build, connect, power, and strengthen communities.

At Aecon, you can count on:

• Safety Always. Our top core value. If we can’t do it safely, we don’t do it at all.
• Integrity. Leading by example, with humility and courage.
• Accountability. Delivering on our commitments with passion.

We prioritize our people, investing in their growth through programs like Aecon University and Leadership Programs, and fostering inclusive work environments with initiatives such as Equity, Diversity & Inclusion training, Women in Trades, Diversity in Trades programs, and Employee Resource Groups.

We are leaders in sustainable construction, committed to minimizing our environmental impact and supporting communities.

Our success depends on strong execution and continuous improvement, driven by our diverse, skilled, and collaborative team. We are always seeking innovative minds worldwide to join our Aecon community.

What is the Opportunity?

Reporting to the Service Desk Team Lead, the Service Desk Analyst manages incident and service request administration, ensuring timely resolution and providing frontline support to end users. The role involves collaborating with the Information Services team to maintain customer satisfaction, service levels, and quality.

What You'll Do:

• Serve as the primary contact for Service Desk requests related to hardware, software, networking, and other computer technologies.
• Provide first-level support to end users.
• Monitor open requests and incidents, escalating as needed.
• Assign requests or incidents to appropriate queues.
• Log tickets for IS issues via walk-in, phone, or email using Aecon’s Service Management Tool (BMC Remedy).
• Diagnose problems by contacting end users and guiding them through troubleshooting procedures.
• Document and share knowledge to improve service, including developing procedures and knowledge base articles.

What You Bring:

• Excellent communication skills in French and English.
• Degree or diploma in Information Services or equivalent experience.
• Familiarity with ITIL Foundations is an asset.
• Experience with Incident, Problem, Knowledge, Change, or Service Level Management is an asset.
• Ability to communicate technical concepts to non-technical audiences.
• Technical knowledge of hardware and software configuration.
• Ability to multitask in a fast-paced environment.
• Teamwork and independent work skills.
• Problem-solving skills using industry best practices.
• Working knowledge of Windows 10, MS Office 365, Microsoft Exchange, and Active Directory.
• Understanding of BMC Remedy, Citrix XenApp, SAP, and Microsoft Teams is an asset.
• Ability to troubleshoot network connectivity issues.

Aecon values diversity, inclusion, and belonging. We encourage applications from women, minorities, Indigenous peoples, persons with disabilities, and all sexual orientations and gender identities.

We are committed to accessibility and meeting the requirements of the Accessible Canada Act. If you need accommodations during the application process, please click here.