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Service Desk Analyst Co-op

Posting ID:     17868
Position Type:    Co-op 
City:   Prince George, BC, Canada 
Location:   CAC - Canfor (BC14) 

 

Who We Are:

 

At Canfor, we know wood-based products can build a better world, whether it’s a component in your smartphone or skyscrapers built from wood. We founded our entire company on that idea. Because, we know that wood-based products are sustainable and the opportunities to innovative have only just begun.

 

We know when managed responsibly, the forest is everlasting and Canfor is committed to using virtually 100% of every tree for lumber, pulp, paper, and renewable energy—so nothing goes to waste.

 

You can find Canfor products in every corner of the globe. We’re especially excited by the innovative ways some of our customers are using our products. We know that the work we all do at Canfor today will shape what the world looks like tomorrow. Whether that means building a house or a skyscraper, using paper instead of plastic or learning something new from a colleague down the hall or around the globe. We know not everyone thinks about their impact on the world but at Canfor, we do.

 

BASIC FUNCTIONS:

 

The Service Desk Analyst Co-op has a key 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.

 

MAJOR DUTIES:

 

  • 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 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
  • Support the lifecycle management of IT assets including ordering, installing and disposal
  • Develop, implement, and participate in the preparation 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

 

The successful candidate will be a self-starter with excellent communication, technical and team skills.

 

MAIN CONTACTS/KEY RELATIONSHIPS:

 

Line reporting relationship: Team Leader, Service Delivery & Manager.

 

Internal relationships with:

  • Technical support teams, e.g. system analysts, systems engineers, database administrators, etc.
  • Full-time staff and hourly technology users

 

External relationships with:

IT service providers & vendors (as needed)

 

 

ACCOUNTABILITIES:

 

Environmental:

  • Must adhere to the environmental policies of the company, especially in regards to disposal of electronic equipment and use of cleaning products.

 

Safety:

  • Must comply with the safety policies of the company, especially in regards to the wearing of the appropriate personal protection equipment (PPE) and attendance at safety meetings.

 

 

QUALIFICATIONS:

 

Education:       

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

 

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 setting is a requirement

     

This position description is designed to outline the basic nature and scope of the job and does not limit the activities the Incumbent may be asked to perform.


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

In order to be eligible for this position, you must be legally entitled to work in Canada for our Company.

There has never been a better time to join the Canfor team and become part of the modern forest industry. We have a wide range of rewarding careers in some of the best communities in North America, with plenty of room for advancement. Our mills are modern, high-tech and safe; and our marketing and sales activities are world-class. We offer competitive compensation and benefits packages, and are committed to the professional development of our employees.

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

Prince George, BC

Known as BC’s Northern Capital, Prince George is city that offers big city comfort and convenience, but small town serenity and sensibilities. As the largest city in northern BC, Prince George is a hub of industry, offering numerous employment opportunities and is home to the University of Northern British Columbia. This region’s temperate climate creates a lush environment of emerald-green forests and ample opportunities for outdoor activity. For more information, visit http://canfor.com/our-company/our-communities/prince-george


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