IT Service Desk Analyst

The cities near Prince George, BC that boast the highest number of analyst jobs are:

• Vancouver
• Burnaby
• Kelowna
• Coquitlam
• Maple Ridge
• Kamloops
• New Westminster
• North Vancouver
• Vernon
• Grande Prairie

The 10 cities near Prince George, BC that have the most job openings are:

• Vancouver
• Burnaby
• Kelowna
• Coquitlam
• Maple Ridge
• Kamloops
• New Westminster
• North Vancouver
• Vernon
• Grande Prairie

The 10 most popular job searches in Prince George, BC are:

• city
• work from home
• millwright
• welder
• social work
• electrician
• work home
• camp
• canada post
• forestry

IT Service Desk Analyst
Salary Range: $67,000 - $68,000

Location:

Prince George, BC

As an IT Service Desk Analyst at Drax, the purpose of this 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.

• 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.
• Delivering a high-quality service to the business by addressing incidents and service requests quickly and efficiently, in line with the agreed SLAs, while keeping the customer updated throughout the process.

You'll possess the following skills, abilities, and experience:

• 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.

• 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.

• We are dedicated to providing excellent service to every customer, every time.
• We resolve incidents promptly and update the Service Desk system regularly upon resolution.
• We enhance service requests by following best practices and identifying improvement opportunities.
• We identify underlying issues to determine root causes and improve services.
• All assigned tasks are managed and completed on time.
• We support the team through mentoring and developing junior members, aiming to enhance knowledge within the Service Delivery function.
• We seek service improvement opportunities and collaborate with internal IT and third-party suppliers to achieve successful outcomes.
• We provide first-line support, including:
  Desktop, laptop, and mobile device support
• Software and hardware management

• As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle.