Date:  Apr 8, 2021

Toronto, ON, CA Montreal, QC, CA

Operating Sector:  Finance

Bilingual Service Desk Analyst (12 Month Contract)

At Aecon, we’re building the future and our people are at the heart of everything we do. We're always looking for exceptional talent to work on our exciting and ever-expanding project portfolios. We are focused on being the #1 Canadian Infrastructure Company and the first choice employer in our industry.



Position Overview

Aecon is well-positioned in the Canadian marketplace as an industry leader in the development and construction of infrastructure. We have a roster of ongoing major projects here and abroad, record backlog diversified across multiple sectors and duration, and a robust pipeline of future project pursuits. We are in a strong market position, but we are ultimately aiming higher.


Reporting to the Service Desk Team Lead, End User Services, this position 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 Technician will leverage the Information Services team to ensure that customer satisfaction is maintained, service levels are achieved, and quality is not compromised.


This role can be located in Toronto or Montreal.


Key Responsibilities

  • 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 1st 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

Required Knowledge and Experience

  • Must be bilingual English/French language required  
  • Excellent oral and written communication skill in French and English
  • 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 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
  • “Can do” attitude


Aecon has every intention of fostering diversity within and across our organization. We welcome those who would contribute to the further diversification of our staff including, but not limited to, women, visible minorities, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity.


If you require accommodation during any step of the application process please click here.