Service Desk Analyst

Service Desk Analyst

Come Build Your Career at Aecon! Aecon delivers some of the most complex and impactful infrastructure projects — from transformative transportation networks to critical energy, industrial and nuclear programs. The projects we build connect communities and power future generations. With deep roots in North America and a strong footprint internationally, Aecon brings global expertise and proudly serves public and private sector clients through its Construction and Concessions segment. Safety Always is not only our #1 core value – it is the standard that anchors our culture. We believe the most ambitious projects deserve the most committed people. At Aecon, you won't just build your career — you'll help build what matters to enable future generations to thrive. At Aecon, you can count on: Safety Always. Our number one core value. The safety of our people, projects, partners, and stakeholders is our priority focus – today and always. Integrity. We lead by example, with humility and courage. Accountability. We're passionate about delivering on our commitments. Inclusion. We provide opportunities where people feel valued, supported, and empowered to contribute fully. We deliver infrastructure with purpose, and our people are at the heart of everything we do. Aecon employees are incredibly proud to build some of the most impactful infrastructure of this generation – we call it Aecon Proud. At Aecon we: Ensure you and your family receive the services and benefits needed to support your mental, emotional, and physical well-being. Are intentional when it comes to investing in your development. We help you build your career and advance your skills through our Aecon University, tuition reimbursement, and Leadership Programs. Are committed to creating work environments focused on mutual respect, teamwork, collaboration, and new ideas, through meaningful initiatives, training, and partnerships with Veteran groups, to ensure we are building with top talent and harnessing our collective strengths within every aspect of our culture. Operate responsibly by managing risk, safety, and environmental considerations across all our projects and surrounding communities. Our success is built on the passion, expertise, and dedication of our people. Together, we embrace strong execution, innovation, and continuous improvement — values that come to life through the unique talents and collaborative spirit of every team member. If you're inspired to make a difference through future-building projects, join our best-in-class team.

What is the Opportunity? Reporting to the Service Desk Team Lead, the Service Desk Analyst is responsible for the administration of all incidents and service requests to ensure timely resolution along with providing front-line support to our end-user community. The Service Desk Analyst will leverage the Information Services team to ensure that customer satisfaction is maintained, service levels are achieved, and quality is not compromised.

What You'll Do Here:

• Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Provide first Level Service Desk support to end users on a variety of issues.
• Responsible to monitor all open requests and incidents to ensure timely resolution, escalating to management for assistance when appropriate
• Assign requests or incidents to appropriate queues for follow up
• Responsible to log a ticket for any IS issues received via walk-in, phone, or e-mail in Aecon's Service Management Tool (BMC Remedy)
• Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error
• Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining "how-to" procedures and knowledgebase articles

What You Bring to the Team:

• Excellent oral and written communication skills
• Degree or diploma related to Information Services or equivalent work experience
• Familiarity with ITIL Foundations is an asset
• Experience with Incident Management, Problem Management, Knowledge Management, Change Management, or Service Level Management is an asset
• Ability to clearly communicate technical concepts to non-technical people.
• Excellent customer service skills
• Technical knowledge in computer hardware and software configuration
• Ability to multi-task in a fast-paced environment
• Ability to act individually and work together with others as part of a team
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
• Must have a working knowledge of Windows 10, MS Office 365 products, Microsoft Exchange, and Active Directory
• Understanding of BMC Remedy, Citrix XenApp, SAP, and Microsoft Teams is also an asset
• Able to troubleshoot network connectivity, router, access point, and switch issues
• Ability to speak multiple languages considered an asset
• "Can do" attitude

Aecon fosters belonging within and across our organization. We consider all applicants for positions without regard to race, color, religion, sex, national origin, age, mental or physical disabilities, veteran status, and all other characteristics protected by law. We are committed to adhering to the objectives and requirements outlined in the Equal Employment Opportunity Commission (EEOC), and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the EEOC and its applicable regulations. Appropriate accommodation under the EEOC will be provided upon request throughout the interview and hiring process.