IT Service Desk Analyst - Vancouver, BC

West Fraser Mills Ltd; 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. This role focuses on providing first-level IT support, managing ticket queues, and ensuring excellent customer service. Ideal candidates will have strong problem-solving skills and experience in IT service environments. Enjoy a comprehensive benefits package and a vibrant workplace in a city known for its natural beauty.

Benefits

Annual bonus opportunity

Comprehensive benefits: medical, dental, pension

Life insurance

Disability

Vacation

Holidays

Qualifications

• 2 years of IT Service Desk or Call Centre experience.
• Strong knowledge of Microsoft products and ITIL concepts.

Responsibilities

• Manage call and ticket queues.
• Provide first-level support to staff.
• Triage tickets to L2 / L3 support teams.

Skills

Customer Service

Teamwork

Problem Solving

Communication

Detail-oriented

Education

Post-secondary degree or diploma

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 4:00 am – 5:00 pm Pacific, Monday to Friday.

Responsibilities:

• Manage call and ticket queues
• 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 knowledge base 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

Qualifications:

• 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

Workplace Location:

Vancouver, a vibrant city known for its natural beauty, diverse cultural scene, and welcoming community. An ideal place to live and work.

Compensation Package:

• Salary range: $60,000 - $75,000 annually, depending on experience and education
• Annual bonus opportunity
• Comprehensive benefits: medical, dental, pension, life insurance, disability, vacation, holidays

About Us:

West Fraser is a diversified wood products company with over 50 facilities across Canada, the US, UK, and Europe. We produce lumber, engineered wood products, pulp, paper, and residuals, committed to sustainable practices and community engagement.

Our Values:

We prioritize our people, fostering growth, learning, diversity, and sustainability to build a better future together.