IT Service Desk Analyst - Vancouver, BC

West Fraser; Vancouver; On-site; CAD 60,000 - 75,000; Full time

Job summary

Join a leading company in the wood products industry as part of their Service Desk team in Vancouver. You'll provide first-level support, manage ticket queues, and collaborate with various teams to resolve issues. Ideal candidates will excel in customer service and teamwork, ensuring smooth operations in a dynamic environment. Enjoy a competitive compensation package with comprehensive benefits while contributing to a sustainable and inclusive workplace.

Benefits

Annual bonus opportunity

Comprehensive benefits package

Qualifications

• 2 years of IT Service Desk or Call Centre experience.
• Excellent written and verbal communication skills.

Responsibilities

• Manage call and ticket queue and provide first-level support.
• Triage tickets to L2 / L3 support teams.
• Record, track, and document incidents and requests.

Skills

Customer Service

Problem Solving

Teamwork

Communication

Detail-oriented

Education

Post-secondary degree or diploma

Tools

ServiceNow

Active Directory

Office 365

Job description

Join West Fraser's Service Desk team! Elevate support and customer service while working with advanced technologies.

Manage call / ticket queues, resolve issues, and triage to L2 / L3 teams. Provide first-level support via phone and remote desktop tools.

Ideal candidates excel in customer service and teamwork. Handle incidents, service requests, and admin duties. Flexible shifts from 4 : 00am – 5 : 00pm Pacific, Monday to Friday.

• Manage call and ticket queue
• Record, track, and document incidents and requests
• Provide first-level support to West Fraser staff
• Triage tickets to L2 / L3 support teams
• Apply diagnostic utilities for troubleshooting
• Adhere to processes and service level agreements
• Escalate issues and flag risks to the IT Service Desk Manager
• Identify and escalate trends to maintain service levels
• Develop knowledgebase articles and FAQ documentation
• Assist in Request, Problem, Incident, and Change Management activities
• Support technology services used by West Fraser
• User management via Service Manager, Active Directory, and Office 365 Admin consoles
• Complete pre-employment drug screen and background check

You will have :

• Post-secondary degree, diploma, or equivalent experience
• 2 years of IT Service Desk or Call Centre experience
• Excellent written and verbal communication skills
• Strong problem-solving and decision-making skills
• Detail-oriented with strong interpersonal skills
• Cooperative and collaborative team player
• Experience with iOS and Android mobile platforms
• Experience with ServiceNow ticketing system
• Analytical and proactive support approach
• Understanding of ITIL concepts and practices
• Strong knowledge of Microsoft products (Windows 7, Windows 10, Excel, Word, PowerPoint, Skype for Business, Outlook, Teams, Office 365)
• Ability to travel periodically
• Safety awareness and alertness

Your Workplace Location :

Vancouver offers a vibrant cultural scene, diverse communities, and a beautiful natural environment, making it an ideal place to live and work.

Compensation Package :

• The salary range for this position is between $60,000 - $75,000, depending on experience and education.
• Annual bonus opportunity
• Comprehensive benefits package including medical, dental, pension, life insurance, disability, accident insurance, vacation, and holidays

About Us :

West Fraser is a diversified wood products company with over 50 facilities across Canada, the US, the UK, and Europe. We promote sustainable forest practices and produce a wide range of wood and paper products used in various industries.

We value our people-first approach, internal growth, and continuous learning. Join us for competitive pay, excellent benefits, and a supportive environment.

Diversity :

We are committed to creating inclusive workplaces that respect and value individual backgrounds and perspectives. Join our team and help us foster a diverse and inclusive community.

Sustainability :

We are dedicated to sustainable forest management and adopt innovative technologies to produce environmentally friendly building materials. Wood products are natural, renewable, and recyclable, aligning with our commitment to sustainability.

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