Desktop Support Analyst

Stantec is a global leader in sustainable engineering, architecture, and environmental consulting. The diverse perspectives of our partners and interested parties drive us to think beyond what's previously been done on critical issues like climate change, digital transformation, and future-proofing our cities and infrastructure. We innovate at the intersection of community, creativity, and client relationships to advance communities everywhere, so that together we can redefine what's possible.

The Stantec community unites approximately 32,000 employees working in over 450 locations across 6 continents.

Primary Purpose Of Position

The professional level Desktop Support Analyst position is a customer facing technical role requiring intermediate proficiency in multiple IT systems and applications. This position is responsible for supporting daily operations, desktop and mobile services. Responsibilities include operational and administrative functions necessary for ensuring service delivery.

Key Accountabilities

Analyse and resolve end-user hardware, software, and connectivity issues both desk-side and remotely supporting employees.
Resolve IT tickets within agreed time frames and ensure all tickets are correctly documented.
Adhere to Service Management practices and agreed time frames in the creation, resolution and progression for all IT Incidents and Service Requests.
Conduct Queue Management activities, including the daily management and auditing of the Incident and Service Request queues, and monitoring and alerting managers on trends.
Monitor progress on problem resolution and advise users on status of issue
Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to our internal clients
Be responsible for ensuring the office IT environment for designated office(s) is in working condition and is clean, organised, safe and secure
Ensure the office IT environment for designated office(s) is well documented so that remote IT staff can develop a full understanding of the office IT environment.
Create and update accurate and consistent records and manage the lifecycle of designated IT assets including the safe and secure disposal of aged assets.
Provide user facing operational support for desktops and applications. Contribute to the resolution of operational problems by working collaboratively with virtual peers.
Conduct proactive maintenance and administration of designated services, including implementation, configuration, and monitoring.
Collaborate with other IT service teams and the Procurement team on lifecycle management to ensure that local IT assets are fully and effectively used during their effective life.
Ensure the safe, secure and effective disposal of Stantec computing devices.
Participate in cross training and mentoring with service delivery teams.
Contribute to internal IT Operational/Infrastructure initiatives.
Participate in IT projects as an operational resource, providing recommendations and performing tasks as required.
Contribute to the development of operational procedures and documentation.
Able to work after office hours as required.
Support corporate policies, procedures and best practices pertinent to supporting Stantec's Infrastructure.
Complete all work in line with Stantec Health and Safety program.

Skills & Specifications

Qualifications & Experience
Degree/diploma/certificate or equivalent in related field; or equivalent combination of education and experience.
3+ Years of experience working in an IT environment required
Competence in a Microsoft Windows environment including Windows 10, MS Office Suite, Microsoft 365.
An understanding of PC hardware
Excellent customer relationship, communications and interpersonal skills.
Basic knowledge of network technologies
Intermediate level knowledge of:
Microsoft operating system (Windows 10)
Imaging, configuring desktop and troubleshooting hardware issues
Outlook and Teams client Support
ITIL Service Management best practices
Basic understanding of:
Microsoft server operating systems
Microsoft Office suite
A knowledge of Group Policy and technologies such as SCCM, Remote Desktop Services, Microsoft Teams
Basic knowledge of network technologies, VPN, TCP/IP and LAN/WAN topology
Backup concepts, software & hardware technologies
Travel may be required. Must have valid driver's license and passport.
Skills
Self-starter - The ability to work with minimal supervision
Demonstrates an outstanding 'customer orientated' service management experience
Ability to build relationships through strong interpersonal skills (written and verbal)
Demonstrated capability for problem solving, decision making, sound judgement and assertiveness
Demonstrates the ability to tackle a problem by using a logical, systematic and sequential approach
Awareness of the challenges and benefits of working in geographically and culturally dispersed, virtual teams, and willingness to work cooperatively with others in such teams
Process…