Help Desk Analyst

      

SNC-Lavalin's Chemicals and Petroleum office in Calgary, Alberta provides a comprehensive range of engineering, procurement and construction services in oil sands, mining, extraction & bitumen production, gas processing, petroleum refining and petrochemicals, and pipelines. Join our team and discover an exciting career with endless opportunities for learning, advancement and professional fulfillment.

We are seeking a Help Desk Analyst to join the IT Department team. The successful candidate will report to the IT Manager.  Within general guidelines coordinate and provide day-to-day Help Desk Analysis functional support for the SNC-Lavalin Chemicals, Petroleum and Industrial Business Units in Western Canada. The incumbent will participate in the resolution and routing of complex tasks in an environment requiring the management of multiple help desk priorities     

 

Accountabilities and Responsibilities include:

• Provide 1 st level support to internal/external clients


• Troubleshoot problems related to product applications, functions, installation and configuration


• Accurately and efficiently document clients issues and related resolutions in the call tracking system


• Provide input on frequently asked questions documents


• Assist Quality Assurance by testing products and reporting problems


• Guide customers through product upgrades and installations and provide product overviews


• Creating and deleting user accounts


• Assisting in setting up VOIP telephone system which includes resetting user accounts


• Provides priority support to voice systems and call centre business units


• Identifies and resolves voice/data communication issues


• Maintains technical proficiency in voice and data communications (hardware, software, and communication facilities)


• Ensures all system and network documentation is kept current as it relates to telephony.

 

Qualifications and Experience:

• Post secondary education in either Computer Technologies or Engineering,


• Must have 2-3 years of experience or the equivalent working in a service desk environment


• Advanced knowledge of Microsoft desktop operating systems, personal productivity tools Microsoft user account administration


• Customer service focused with good oral and written communication skills, problem solving skills and the ability to work in a fast paced environment

 

Our total rewards program includes competitive base salaries, comprehensive health and dental benefits, company matched Registered Retirement Savings (RRSP) and Employee Share Ownership (ESOP) plans and opportunities for career development and learning. 

 

To apply for this role please visithttps://rbcv.snclavalin.com/rbcvpublic/search.aspx?job_id11090&lang_iden and upload your current resume. We thank all applicants for their interest however only the most qualified individuals will be contacted.

 

 

 

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