IT Service Desk Analyst - Vancouver, BC

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

Job summary

An established industry player is seeking a dedicated Service Desk professional to enhance support and customer service. In this role, you will manage call and ticket queues, provide first-level support, and collaborate with advanced technologies. Ideal candidates will thrive in a team-oriented environment, possess strong problem-solving skills, and have a keen attention to detail. With a vibrant workplace in Vancouver, this position offers competitive compensation, comprehensive benefits, and opportunities for professional growth. Join a company committed to sustainability and diversity, and be part of a supportive community that values your contributions.

Benefits

Comprehensive benefits package

Annual bonus opportunity

Vacation and holidays

Qualifications

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

Responsibilities

• Manage call and ticket queue, providing first-level support.
• Triage tickets to L2/L3 support teams and escalate issues.

Skills

Customer Service

Problem-Solving

Communication Skills

Teamwork

Detail-Oriented

Analytical Skills

Safety Awareness

Education

Post-secondary degree or diploma

Equivalent experience

Tools

ServiceNow

Active Directory

Office 365

Microsoft Products

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.