It Service Desk Analyst

PTW is a leading industry solutions provider delivering construction, fabrication, and maintenance services. Our network extends across Canada. We create and deliver innovative industrial solutions to customers in the agricultural, mining, oil and gas, petrochemical, pulp and paper, nuclear and renewable energy industries.
PTW is seeking a highly skilled and customer-focused Service Desk Analyst to provide technical support for our end-user IT systems and software. In this role, you will be responsible for resolving incoming IT queries, prioritizing and resolving IT concerns, and collaborating with internal departments to ensure that IT needs are met. The ideal candidate will have a degree in computer science or information systems, at least two years of experience in an IT support role, and proficiency in customer relationship management and task management software.
A day in the life…

• Preparing training manuals and FAQ materials for easy-access end-user guidance.
• Collaborating with internal departments to ensure that IT needs are met.
• Making recommendations to optimize IT performance and to prevent future problems.
• Avoiding service interruptions by performing system installations, updates, and maintenance procedures.
• Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
• Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.

Requirements

• Excellent time management skills and the ability to set priorities when covering multiple issues.
• Associate's or bachelor's degree in computer science, information systems, or similar.
• Proficiency in customer relationship management (CRM) and task management software.
• Technical expertise in fixing software and hardware problems.
• Strong team partnership skills to collaborate with team members and coworkers.
• In-depth and current knowledge of computer programs and hardware.
• Excellent problem-solving abilities to devise technical and original solutions to user problems.
• At least two years' experience in an IT performance analysis and end-user support role.
• Strong communication skills to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix software and hardware problems.

GOOD TO KNOW

• Must have own transportation as office location is not accessible with public transportation.

Why PTW?
Competitive Wages and benefits plans | PTW Apprenticeship Tuition Program | Quality work | Safety and quality are built into everything we do | Safety Training and PPE provided | Consistent work | Opportunity for advancement | Learning and development | Opportunities to travel, stay local or relocate | Team atmosphere | People-focused company
Additional Info
PTW is a leader in electrical, instrumentation and rigid structures. We have 2,500 talented people proud of the safe and reliable work we perform for our customers every day. PTW is an equal opportunity employer and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process. Accommodations are available on request for qualified candidates during each stage of the recruitment process.
Please note that candidates applying for Canadian job openings must be authorized to work in Canada.
OUR VALUES GROUND US: CARE | EXCELLENCE | PASSION
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