Service Desk Analyst

Location:

Charlotte, NC, US

Operating Sector:
Information Services

Reporting to the Service Desk Team Lead, the Service Desk Analyst is responsible for administration of all incidents and service requests to ensure timely resolution, provide front‑line support to the end‑user community, and maintain customer satisfaction, service levels, and quality.

• Primary contact for answering, evaluating, and prioritizing Service Desk requests from users experiencing hardware, software, networking, and other computer‑related technology problems.
• Provide first‑level Service Desk support to end users on a variety of issues.
• Monitor all open requests and incidents to ensure timely resolution, escalating to management when appropriate.
• Assign requests or incidents to appropriate queues for follow‑up.
• Log a ticket for any IS issues received via walk‑in, phone, or e‑mail in Aecon’s Service Management Tool (BMC Remedy).
• Handle problem recognition by contacting end users, collecting information, and leading the user through diagnostic procedures to determine the source of the error.
• Document and communicate knowledge with the rest of the team to improve service levels by developing and maintaining “how‑to” procedures and knowledge‑base articles.

• Excellent oral and written communication skills.
• Degree or diploma related to Information Services or equivalent work experience.
• Familiarity with ITIL Foundations is an asset.
• Experience with Incident Management, Problem Management, Knowledge Management, Change Management, or Service Level Management is an asset.
• Ability to clearly communicate technical concepts to non‑technical people.
• Technical knowledge in computer hardware and software configuration.
• Ability to multi‑task in a fast‑paced environment.
• Ability to act individually and work together with others as part of a team.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Must have a working knowledge of Windows 10, MS Office 365 products, Microsoft Exchange, and Active Directory.
• Understanding of BMC Remedy, Citrix Xen App, SAP, and Microsoft Teams is also an asset.
• Able to troubleshoot network connectivity, router, access point, and switch issues.
• Ability to speak multiple languages considered an asset.

• Ensure you and your family receive services and benefits needed to support your mental, emotional, and physical well‑being.
• Intentional investment in your development, including Aecon University, tuition reimbursement, and Leadership Programs.
• Committed to creating work environments focused on mutual respect, teamwork, collaboration, and new ideas, with training and partnerships with veteran groups to harness collective strengths throughout our culture.
• Responsible management of risk, safety, and environmental considerations across all projects and surrounding communities.

Aecon fosters belonging within and across our organization. We consider all applicants for positions without regard to race, color, religion, sex, national origin, age, mental or physical disabilities, veteran status, and all other characteristics protected by law.

We are committed to adhering to the objectives and requirements outlined in the Equal Employment Opportunity Commission (EEOC), and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the EEOC and its applicable regulations. Appropriate accommodation under the EEOC will be provided upon request throughout the interview and hiring process.