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Service Desk Analyst

Posting ID:     21060
Job Title:    Regular/Full-Time  
City:   Mobile, AL, United States
Location:   Mobile Corporate Office - CSP Services (AL07) 

Who We Are:
Canfor - a leading integrated forest products company and one of the world’s largest producers of sustainable lumber, pulp and paper - is a recognized employer of choice and an exciting place to grow your career.

We have an established presence in the southern US and in Western Canada, as well as sales offices around the world, and are proud of our committed team of over 6,500 employees.

The Service Desk Analyst has a crucial role in handling day-to-day IT service requests and other IT related issues.  The incumbent will work with knowledge experts across IT teams to coordinate the resolution of incidents and service requests, will keep customers informed of the status and will identify and develop opportunities for IT service improvement.  They are also responsible for small development efforts, service implementation activities, security, inventory control and documentation.




  • Assist in the daily management of the IT Support queue to ensure support tickets are assigned and resolved to meet service levels
  • Demonstrate technical skills to resolve requests at the first point of contact in a friendly and helpful manner and educate users in the use of hardware, software, or equipment
  • Provide exceptional customer service in person, via phone and email as appropriate
  • Develop, implement, and participate in the preparation of knowledge base articles and documentation for Service Desk use; make recommendations for improvements
  • Perform user administration duties such as new user creation, account unlocking, etc.
  • Identify problematic trends within the company and propose solutions to prevent future occurrences
  • Participate in department projects such as software & hardware rollouts, network infrastructure implementation, user training classes, etc.
  • Attend and be involved during Service Desk Team meetings
  • IT service providers & vendors (as needed)





E           Education:


  • Degree or Diploma in information technology, computer science, engineering or equivalent related experience


Ex         Experience:


  • Proficient in with PC hardware, software, basic networking and, in particular, Microsoft technology
    • Support for Microsoft Windows and Office products
    • Support for computer hardware and mobile devices, including smartphones and tablets
    • Knowledge of computer imaging, software packaging and deployment automation
    • Basic knowledge of Active Directory and Group Policies
    • Basic knowledge of TCP/IP networking
  • Excellent written and oral communication skills; excellent listening and interpersonal skills
  • Excellent problem solving and communication skills
  • Experience working in a team-oriented, collaborative environment
  • Experience and training with IT Service Management (ITSM/ITIL) and related ticketing systems
  • Strong customer service orientation
  • Valid driver’s license
  • Experience in an industrial setting is preferred but not required; however, the ability to work in an industrial environment is a requirement




Hiring for this position is ongoing and will be filled as required. To be considered for this position, please apply today.

As we continue to expand our company and our markets, now is the ideal time to grow your career with Canfor. We offer competitive compensation and benefits packages, and are committed to the professional development of our employees.

Join Canfor for the stability, exciting career opportunities and growth potential while working for a recognized industry leader.

Follow us on LinkedIn, Twitter, and Facebook for Canfor news, career opportunities, and upcoming events!

Mobile, AL
Mobile is a prospering port city full of history, tradition, charm and character. It is a modern and progressive mini-metropolis with a unique and diverse culture all of its own. Mobile is the American birthplace of Mardis Gras and is multicultural city that loves to celebrate. For more information, visit http://canfor.com/our-company/our-communities/mobile-al

Nearest Major Market: Mobile AL

Job Segment: Engineer, Social Media, Service Desk, Computer Science, Engineering, Marketing, Customer Service, Technology

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