IT Service Desk Analyst

Join West Fraser's Service Desk team! Elevate support and customer service while working with advanced technologies.

Manage call/ticket queues, resolve issues, and triage to L2/L3 teams. Provide first-level support via phone and remote desktop tools.

Ideal candidates excel in customer service and teamwork. Handle incidents, service requests, and admin duties. Flexible shifts from 4:00am – 5:00pm Pacific, Monday to Friday.

You'll do:

• Manage call and ticket queue
• Record, track, and document incidents and requests
• Provide first-level support to West Fraser staff
• Triage tickets to L2/L3 support teams
• Apply diagnostic utilities for troubleshooting
• Adhere to processes and service level agreements
• Perform post-resolution follow-ups
• Escalate issues and flag risks to the IT Service Desk Manager
• Identify and escalate trends to maintain service levels
• Develop knowledgebase articles and FAQ documentation
• Assist in Request, Problem, Incident, and Change Management activities
• Support technology services used by West Fraser
• User management via Service Manager, Active Directory, and Office 365 Admin consoles
• Perform remote desktop fixes
• Complete pre-employment drug screen and background check

You will have:

• Post-secondary degree, diploma, or equivalent experience
• 2 years of IT Service Desk or Call Centre experience
• Excellent written and verbal communication skills
• Strong problem-solving and decision-making skills
• Detail-oriented with strong interpersonal skills
• Cooperative and collaborative team player
• Experience with iOS and Android mobile platforms
• Experience with ServiceNow ticketing system
• Analytical and proactive support approach
• Understanding of ITIL concepts and practices
• Strong knowledge of Microsoft products (Windows 7, Windows 10, Excel, Word, PowerPoint, Skype for Business, Outlook, Teams, Office 365)
• Ability to travel periodically
• Bilingual in French (asset)
• ITIL V4 Foundation certificate (asset)
• Safety awareness and alertness

Your Workplace Location :

Nestled amidst captivating natural beauty, Vancouver is a city that promises an enchanting experience to its visitors. Its balmy climate, coupled with the warm hospitality of its people, has earned it a reputation as one of the most sought-after tourist destinations in the world. However, Vancouver's appeal doesn't just end there. The city boasts a vibrant cultural scene, with a rich diversity of languages and ethnicities, adding to its unique charm. As one of Canada's most ethnically and linguistically diverse cities, Vancouver is a melting pot of cultures, traditions, and lifestyles, making it an unparalleled place to live.

Compensation Package:

• The salary range for this position may vary depending on experience, education, and location. The yearly salary range is between $60,000 - $75,000
• Annual bonus opportunity
• Outstanding benefits package including medical, dental, pension, life insurance, disability, accident insurance, vacation, and holidays

About Us:

Today, West Fraser is a diversified wood products company with more than 50 facilities in Canada, the United States, the United Kingdom, and Europe, which promotes sustainable forest practices in its operations. The Company produces lumber, engineered wood products (OSB, LVL, MDF, plywood, and particleboard), pulp, newsprint, wood chips, and other residuals. West Fraser's products are used in home construction, repair and remodelling, industrial applications, papers, tissue, and box materials.

What makes us stand out is our people-first approach. We value internal growth and continuous learning. Join us, and you'll enjoy competitive pay, great benefits, and an excellent pension plan, all in a supportive environment where your voice matters.

Diversity:

At West Fraser, we strongly believe promoting diversity and inclusion is essential to our success. Our commitment to creating inclusive workplaces is reflected in our core values, and we constantly strive to foster a culture that values and respects every individual's unique background and perspective. By joining us, you will have the opportunity to be a part of a team dedicated to shaping a brighter future by embracing diversity and promoting inclusivity. Join our team at West Fraser and help us build a more diverse and inclusive community.

Sustainability:

West Fraser is fully committed to sustainable forest management as defined in our environmental policy, which is reflected in every aspect of our work. We adopt new technologies and innovations to create exceptional building materials. Wood products are a natural, renewable, recyclable, and environmentally sustainable choice for consumers who prioritize sustainability.

Sustainability Report | West Fraser

Learn more about us!

Discover West Fraser in Western Canada (youtube.com)

What's it like to work in Forestry at West Fraser? Shayna's story (youtube.com)