Primary Purpose of Position:
The professional level Desktop Support Analyst position is a customer facing technical role requiring intermediate proficiency in multiple IT systems and applications. This position is responsible for supporting daily operations, desktop and mobile services. Responsibilities include operational and administrative functions necessary for ensuring service delivery.
Key Accountabilities:
- Analyse and resolve end-user hardware, software, and connectivity issues both desk-side and remotely supporting employees.
- Resolve IT tickets within agreed timeframes and ensure all tickets are correctly documented.
- Adhere to Service Management practices and agreed timeframes in the creation, resolution and progression for all IT Incidents and Service Requests.
- Conduct Queue Management activities, including the daily management and auditing of the Incident and Service Request queues, and monitoring and alerting managers on trends.
- Monitor progress on problem resolution and advise users on status of issue
- Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to our internal clients
- Be responsible for ensuring the office IT environment for designated office(s) is in working condition and is clean, organised, safe and secure
- Ensure the office IT environment for designated office(s) is well documented so that remote IT staff can develop a full understanding of the office IT environment.
- Create and update accurate and consistent records and manage the lifecycle of designated IT assets including the safe and secure disposal of aged assets.
- Provide user facing operational support for desktops and applications. Contribute to the resolution of operational problems by working collaboratively with virtual peers.
- Conduct proactive maintenance and administration of designated services, including implementation, configuration, and monitoring.
- Collaborate with other IT service teams and the Procurement team on lifecycle management to ensure that local IT assets are fully and effectively used during their effective life.
- Ensure the safe, secure and effective disposal of Stantec computing devices.
- Participate in cross training and mentoring with service delivery teams.
- Contribute to internal IT Operational/Infrastructure initiatives.
- Participate in IT projects as an operational resource, providing recommendations and performing tasks as required.
- Contribute to the development of operational procedures and documentation.
- Able to work after office hours as required.
- Support corporate policies, procedures and best practices pertinent to supporting Stantec’s Infrastructure.
- Complete all work in line with Stantec Health and Safety program.
Skills & Specifications:
• Qualifications & Experience
- Degree/diploma/certificate or equivalent in related field; or equivalent combination of education and experience.
- 3+ Years of experience working in an IT environment required
- Competence in a Microsoft Windows environment including Windows 10, MS Office Suite, Microsoft 365.
- An understanding of PC hardware
- Excellent customer relationship, communications and interpersonal skills.
- Basic knowledge of network technologies
• Intermediate level knowledge of:
- Microsoft operating system (Windows 10)
- Imaging, configuring desktop and troubleshooting hardware issues
- Outlook and Teams client Support
- ITIL Service Management best practices
• Basic understanding of:
- Microsoft server operating systems
- Microsoft Office suite
- A knowledge of Group Policy and technologies such as SCCM, Remote Desktop Services, Microsoft Teams
- Basic knowledge of network technologies, VPN, TCP/IP and LAN/WAN topology
- Backup concepts, software & hardware technologies
- Travel may be required. Must have valid driver’s license and passport.
• Skills
- Self-starter - The ability to work with minimal supervision
- Demonstrates an outstanding “customer orientated” service management experience
- Ability to build relationships through strong interpersonal skills (written and verbal)
- Demonstrated capability for problem solving, decision making, sound judgement and assertiveness
- Demonstrates the ability to tackle a problem by using a logical, systematic and sequential approach
- Awareness of the challenges and benefits of working in geographically and culturally dispersed, virtual teams, and willingness to work cooperatively with others in such teams
- Process orientated, able to work cross functionally in a team environment
- Exhibit a natural curiosity, passion, and a desire to find ways to apply technology to business challenges
- Promotes innovation and continual process improvement
Stantec is a global leader in sustainable engineering, architecture, and environmental consulting. The diverse perspectives of our partners and interested parties drive us to think beyond what’s previously been done on critical issues like climate change, digital transformation, and future-proofing our cities and infrastructure. We innovate at the intersection of community, creativity, and client relationships to advance communities everywhere, so that together we can redefine what’s possible. The Stantec community unites approximately 32,000 employees working in over 450 locations across 6 continents.
Skills Required
- Degree, diploma, certificate, or equivalent education and experience in a related field
- At least 3 years of experience working in an IT environment
- Competence with Microsoft Windows 10, Microsoft Office Suite, and Microsoft 365
- Understanding of PC hardware
- Intermediate knowledge of imaging, desktop configuration, and hardware troubleshooting
- Intermediate knowledge of Outlook and Microsoft Teams client support
- Intermediate knowledge of ITIL Service Management best practices
- Basic understanding of Microsoft server operating systems
- Basic knowledge of Group Policy, SCCM, Remote Desktop Services, and Microsoft Teams
- Basic knowledge of network technologies, VPN, TCP/IP, and LAN/WAN topology
- Basic understanding of backup concepts and related software and hardware technologies
- Valid driver's license and passport
- Ability to work after office hours as required
- Excellent customer relationship, communication, interpersonal, problem-solving, and decision-making skills
What We Do
We're active members of the communities we serve. That's why at Stantec, we always design with community in mind. The Stantec community unites approximately 22,000 employees working in over 350 locations across six continents. We collaborate across disciplines and industries to bring buildings, energy and resource, environmental, and infrastructure projects to life. Our work—engineering, architecture, interior design, landscape architecture, surveying, environmental sciences, project management, and project economics, from initial project concept and planning through design, construction, and commissioning—begins at the intersection of community, creativity, and client relationships. Our local strength, knowledge, and relationships, coupled with our world-class expertise, have allowed us to go anywhere to meet our clients' needs in more creative and personalized ways. With a long-term commitment to the people and places we serve, Stantec has the unique ability to connect to projects on a personal level and advance the quality of life in communities across the globe.
