Service Desk Analyst

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.

About the role

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.

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.

Requirements

• 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.
• 2 years of IT experience, preferably in a customer-facing role.
• A degree or diploma in an IT-related field.

About the company

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. 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.