Share this Job
Apply now »

Analyst, Service Desk

Posting ID:     20094
Position Type:   Regular/Full-Time 
City:   Prince George, BC, Canada 
Location:   CAC - Canfor (BC14) 


Canfor’s strength comes from the diversity of our skilled and resilient workforce. As our company continues to grow and diversify, so do our career opportunities. Let us take this opportunity to tell you how you could be the best fit for Canfor.  


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




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




At Canfor, diversity means understanding, recognizing and valuing the differences that make each person unique. We see inclusion and diversity as an essential part of our productivity, creativity, innovation and competitive advantage. We strive for a fair and equitable recruitment process, where hiring decisions are based on the individual qualifications and experience of each applicant. 


We are not your run of the mill forest products company, join us and find out why. #canfortalent





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

Apply now »