Information Technology Service Desk

Irving Oil; New Brunswick; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading energy company in Canada is seeking an Information Technology Service Desk Analyst to be a key point of contact for IT issues. You will provide troubleshooting support, training, and customer service across various platforms. The ideal candidate will possess solid communication skills and a year of post-secondary education. A previous help desk experience is a plus. This role offers professional development and student benefits like housing allowance and wellness support.

Benefits

Professional development programs

Housing allowance

Co-op fee reimbursement

Access to fitness facility

Volunteer and donation matching program

Qualifications

• Must be returning to school (University or College).
• Previous help desk experience is an asset.

Responsibilities

• Troubleshoot and resolve software and hardware issues.
• Provide training on MS Windows and MS Office suite.
• Prevent recurrence of problems by identifying root causes.
• Interact with customers via phone, chat, and email.

Skills

Good organization skills

Strong verbal and written communication skills

Customer service focus

Experience with Windows operating systems

Knowledge of MS Office/365 applications

Understanding of mobile technologies

Education

Completed at least one year of post-secondary education

Tools

MS Office Suite

Windows operating systems

Networks

Mobile phones

Job description

As an Information Technology Service Desk Analyst, you will be an integral part of our Information Technology (IT) Service and Operations Team. In this role you will have an opportunity to be the single point of contact for all issues and requests, interacting with employees in various ways, including phone calls, chats, and emails. As a voice of IT, this role provides a positive attitude and willingness to help employees get back to work as quickly as possible by providing excellent first call resolution, while actively escalating employees' needs when necessary.

The team sits within our Home Office under the IT Service, Operations and Infrastructure teams.

Responsibilities

• Provide troubleshooting and resolution for software and hardware issues that vary from basic to moderate complexity and escalating the issue when necessary
• Provide training and technical assistance on MS Windows operating systems, MS Office suite (including MS Outlook), Web Browsers, and mobile phones (including Apple and Samsung devices)
• Troubleshoot the cause of problems, not just the symptoms, and taking action to prevent problems from recurring
• Interact with customers via phone, chat and email.

Your Skills

• Good organization skills with strong attention to detail
• Strong verbal and written communication skills, with a strong focus on customer service
• Experience or working knowledge of Windows operating systems, MS Office/365 applications; Networks, Mobile Technologies (Smartphones/Tablets) and printers.

Your Experience

• Must have completed at least one year of post-secondary education and be returning to school (either University or College)
• Previous experience at a help desk is an asset.

What We Offer

• Professional Development – Student focused learning & development sessions, mentorships and networking events
• Student Benefits – Housing allowance, co-op fee reimbursement and parking allowance for qualifying candidates.
• Work Environment – Work in our beautiful home office building with access to a fitness facility, onsite nurse, and a café
• Wellness Support – With 24/7 access to our Employee & Family Assistance Program
• Volunteer and donation matching program – Choose when and where to make an impact with a paid volunteer day, company volunteer opportunities, and a donation matching program

Irving Oil is committed to supporting a diverse and inclusive work environment. We thrive on the good energy that’s created when our people from different backgrounds, identities, cultures and experiences share their unique perspectives. Diversity is key to our success and inclusion is everyone’s responsibility.