IT Service Desk Analyst

Drax Group•Prince George, BC

6d•CA$60,000 - CA$70,000•Onsite

About The Position

As an IT Service Desk Analyst at Drax, the purpose of this role is to provide outstanding customer service to all users of the IT services that support Drax Group IT and align with the overall business goals. The IT Service Desk Analyst is responsible for delivering a high-quality service to the business. This includes ensuring that incidents and service requests are addressed quickly and efficiently, in line with the agreed SLAs, while keeping the customer updated throughout the process.

Requirements

Proficient in desktop/laptop hardware, network configurations, and MS Office Suite.
Experienced with Windows 10/11 and telephony technologies (VoIP, SIP).
Familiar with Active Directory, Entra Admin Center (Azure), and Office 365.
Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies.
Strong interest in LAN/WAN networking and skilled in hardware installation.
Flexible to work outside core hours as needed.
Committed to a customer-first support approach.
Capable of clearly documenting technical concepts for customer understanding.
Effective team player with individual initiative.
Driven, detail-oriented, and skilled in managing customer expectations.

Nice To Haves

Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.
Knowledge of root cause analysis is a plus.
Familiarity with the electricity industry is desirable.

Responsibilities

Ensuring that incidents are resolved efficiently in accordance with agreed Service Level Agreements (SLAs).
Assessing and fulfilling service requests promptly.
Identifying potential underlying problems to help determine root causes and suggest improvements.
Collaborating closely with internal IT functions and third-party suppliers to ensure successful outcomes.
Proactively managing the application landscape to maintain availability, stability, and performance.