Service Desk Analyst

AESO•Calgary, AB

10d•Hybrid

About The Position

The Alberta Electric System Operator (AESO) is responsible for the safe, reliable, and economic planning and operation of the Alberta Interconnected Electric System. We provide open and non-discriminatory access to Alberta’s interconnected power grid and also facilitate Alberta’s competitive wholesale electricity market. The AESO strives to foster an inclusive, diverse and equitable workplace where people feel respected and welcomed for who they are, together we deliver high performance and innovative results. The Alberta Electric System Operator (AESO) is embarking on a major restructuring of the Alberta energy market. The Restructured Energy Market (REM) program is a significant, organization wide, multi-year initiative being delivered on an aggressive timeline. This full-time opportunity offers a competitive salary, paid vacation and flex time, health and dental benefits, mental health support, a defined contribution pension plan, and learning and development opportunities as part of your overall compensation package. We support a hybrid work environment, with the team in the office Tuesday through Thursday and working remotely on Mondays and Fridays. However, some weeks may require additional onsite presence to support key business or operations events. Reporting to the Manager, IT Service Operations, the Service Desk Analyst position will provide standard application support, technical support, and incident and request management.

Requirements

Bachelor’s degree or a diploma in Computer Science, Information Technology, or a related field.
Understanding of ITIL Foundation and best practices.
Minimum of 3 years’ experience as a Service Desk Analyst or a similar IT support role.
Minimum of 3 years’ experience in desktop packaging and application deployment is essential.
Familiarity with remote desktop support tools.
Familiarity with ticketing systems (e.g. ServiceNow) to manage tickets, queues, CMDB.
Experience with Office 365, Intune, SCCM, and AI tools.
Previous experience working directly with customers in a customer support role.
This role requires a valid driver’s license and access to reliable transportation to provide on-site set up and support for end-user equipment.

Nice To Haves

VM/VDI (virtual machine/virtual desktop) knowledge is considered an asset.

Responsibilities

Manage and prioritize major and minor incidents, service requests, and tasks to meet defined service level agreements (SLAs).
Act as a tier 1 point of escalation to help troubleshoot and triage to cross functional IT teams.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Set up and deploy hardware and software in a hybrid office environment.
Conduct application packaging and deployment in collaboration with Desktop Analysts.
Manage inventory and asset management lifecycle (Moves/Adds/Changes).
Document and maintain IT Service desk processes and procedures.
Create and maintain knowledge base articles and documentation for common issues and resolutions.
Demonstrate exceptional customer service and communication skills.
Exhibit patience, empathy, tactfulness, and emotional intelligence.
Collaborate with other IT teams to ensure seamless integration and functionality of systems.
Apply strong listening and problem-solving skills.
Remain flexible and adaptable to changes in technologies and methodologies.
Working with Service Desk and Desktop Analysts, as required, at various locations to provide on-site set up and support of end user equipment.
Perform physical tasks including lifting and moving IT hardware and equipment for office moves and deliveries.