It has come to our attention that various international organizations or individuals have been offering false employment opportunities at Aecon Group Inc. Aecon Group Inc. employment policies and processes involve interviews, and candidates who seek employment are never required to pay us any sum of money. To do so would be contrary to our business conduct guidelines and ethical practices. We also do not extend formal offers of employment or execute employment agreements through social media or social chat platforms.

We take this matter extremely seriously and are working with the appropriate authorities to shut down such fraudulent schemes. Please remain vigilant on this matter and report any suspicious outreach to your local authorities and email any concerns to aecon@aecon.com

Date:  Jul 27, 2022
Location: 

Toronto, ON, CA

Operating Sector:  Information Services

Position Title:  Bilingual Service Desk Analyst

Build Your Career at Aecon

Aecon is proud to build some of the most impactful infrastructure projects of this generation. From the roads and transit systems that connect our communities, to the communication networks that link us from coast-to-coast, and the water infrastructure that supplies our businesses and homes. Our integral work includes constructing the pipelines that join provinces with the energy that fuels the nation, and the airports and ports that connect us all. Aecon is there, safely and sustainably building the future.  

 

We lead the infrastructure industry with purpose, and our people are at the heart of everything we do. Our business success relies on strong execution and continuous improvement – driven by the diversity, expertise and teamwork of our employees. We are always searching the globe for exceptional candidates to join the Aecon family and be a part of our forward-thinking, innovative, best-in-class organization!  

 

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.

 

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 fosters diversity, inclusion and belonging within and across our organization. We welcome all to apply including, women, visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.

 

We are committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA), and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the ACA and its applicable regulations. If you require accommodation under the ACA Act during any step of the application process please click here.