IT Service Desk Analyst

IT Service Desk Analyst

Salary Range: $60,000 - $70,000

Location:

Prince George, BC

As an IT Service Desk Analyst at Drax, you will provide outstanding customer service to all users of our IT services, ensuring incidents and service requests are resolved efficiently in line with Service Level Agreements (SLAs) and keeping customers informed throughout the process.

• Comprehensive benefits, including health and dental coverage and an RRSP matching plan.
• Competitive wages and a company bonus plan linked to overall performance and safety.
• Growth opportunities and a supportive team environment that encourages continuous learning.

• Resolve incidents efficiently per agreed SLAs.
• Assess and fulfill service requests promptly.
• Identify underlying issues to determine root causes and suggest improvements.
• Collaborate with internal IT functions and third‑party suppliers to ensure successful outcomes.
• Proactively manage the application landscape to maintain availability, stability, and performance.
• Deliver high‑quality service to the business, keeping customers updated throughout support interactions.

• Proficient with desktop/laptop hardware, network configurations, and Microsoft Office Suite.
• Experienced with Windows 10/11, VoIP/SIP telephony, Active Directory, Azure Entra Admin Center, and Office 365.
• Knowledgeable in Autopilot, SCCM, and anti‑virus/encryption technologies.
• Strong interest in LAN/WAN networking and skills 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 initiative and detail‑oriented management of 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.

The advertised salary range relates to British Columbia and is provided in accordance with the BC Pay Transparency Act.