Service Desk Analyst

Canfor; Mobile (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

Canfor is seeking a Service Desk Analyst to handle daily IT service requests, supporting development tasks, security, inventory control, and documentation on a 4-month temporary contract in Mobile, Alabama.

You will lead the IT Support queue, resolve issues at first contact, educate users on hardware, software, or equipment, and participate in software/hardware rollouts, asset lifecycle management, and knowledge base improvements, while delivering exceptional customer service across channels.

Qualifications

• IT professional with a degree or diploma in an IT-related field.
• Experience supporting end users and technical incidents preferred.
• Familiarity with service management processes is a plus.

Responsibilities

• Take a leadership role in managing the IT Support queue to ensure timely ticket resolution.
• Resolve technical requests at first contact in a friendly manner and educate users on hardware, software, or equipment.
• Provide exceptional customer service in person, via phone, and email.
• Support IT asset lifecycle management, including ordering, installation, and disposal.
• Develop and maintain knowledge base articles and documentation, recommending improvements.
• Perform user administration tasks such as new user creation and account unlocking.
• Identify and address problematic trends to prevent future issues.
• Participate in department projects, including software and hardware rollouts, network implementation, and user training.

Skills

PC hardware

Software

Basic networking

Mobile devices

Microsoft technology

Education

IT degree or diploma

Tools

Ticketing systems

Job description

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You are a self-starter with excellent technical and team skills. You present information clearly and possess exceptional customer service and communication abilities. An analytical problem solver who makes sound decisions, you always have the customer in mind and handle ambiguous situations in a calm and sensible manner. Practical by nature, you understand that the best way to solve a problem is by taking it one "byte" at a time!

As the Service Desk Analyst, you will handle daily IT service requests and related issues. You will work closely with experts across IT teams to coordinate the resolution of incidents and service requests, keeping customers informed of progress and identifying opportunities for service improvement. Additionally, you will support small development tasks, service implementation activities, security, inventory control, and documentation. The position is for a 4-month temporary contract with the potential for a longer opportunity.

The life of the Service Desk Analyst includes:

• Take a leadership role in managing the IT Support queue to ensure timely ticket resolution.
• Resolve technical requests at first contact in a friendly manner and educate users on hardware, software, or equipment.
• Provide exceptional customer service in person, via phone, and email.
• Support IT asset lifecycle management, including ordering, installation, and disposal.
• Develop and maintain knowledge base articles and documentation, recommending improvements.
• Perform user administration tasks such as new user creation and account unlocking.
• Identify and address problematic trends to prevent future issues.
• Participate in department projects, including software and hardware rollouts, network implementation, and user training.

For this role, come equipped with:

• Proficient in PC hardware, software, basic networking, mobile devices, and Microsoft technology.
• Experience with Microsoft Windows and Office products.
• Basic knowledge of TCP/IP networking and service management ticketing systems would be an asset.

In a perfect world, you would bring2 years of IT experience, preferably in a customer-facing role with a degree or diploma in an IT-related field.

Why Canfor?

We're a global leader in low-carbon forest products like lumber, pulp, paper, wood pellets, and green energy. We prioritize innovation, environmental practices, and community support. In the U.S., we operate as Canfor Southern Pine, offering high-quality, sustainable Southern Yellow Pine.

At Canfor, we embrace diversity, valuing everyone’s unique qualities. We believe that inclusion and diversity are crucial for our productivity, creativity, innovation, and competitive edge. Our recruitment process is fair and equitable, based on qualifications and experience.

Join us today, and together, we can build a sustainable future.

We appreciate all candidates' interest but will contact only those selected for interviews. Our hiring for various positions is ongoing and includes different screening processes such as behavioral assessments, references, criminal record checks, and drug testing, depending on the role and location.

#CSPS #LI-AR

Nearest Major Market: Mobile AL
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