192 Helpdesk Lead jobs in Canada
Helpdesk Support Team Lead
Posted today
Job Viewed
Job Description
Job Description
A career that gives you purpose. A company that stands up for you. A team where you can be yourself. Sound too good to be true? This is life at Houle. We believe in empowering communities through local projects that positively impact people's lives. We're a passionate group of people who love collaborating on innovative and challenging projects.
About this role
We are recruiting for a Helpdesk Support Team Lead to join our Burnaby Head office.
Lead the helpdesk team in delivering exceptional technical support to internal users. This role is responsible for overseeing daily operations, coaching and mentoring help desk support staff, and ensuring timely resolution of IT issues to maintain business continuity and user satisfaction.
*This position is based in the office. Hybrid work option is not available.
Here's how your role will strengthen our team.
Your responsibilities
- Lead and mentor a team of IT helpdesk support specialists and technicians
- Provide regular coaching, guidance, and performance feedback to help team members grow professionally and improve service delivery
- Conduct one-on-one meetings, performance reviews, and development planning sessions
- Foster a collaborative and inclusive team environment that encourages continuous learning and accountability
- Oversee the daily operations of the IT helpdesk, ensuring SLAs and KPIs are met
- Develop and implement helpdesk policies, procedures, and best practices
- Monitor ticketing systems to ensure timely and effective resolution of incidents and service requests
- Provide hands-on support for escalated technical issues
- Collaborate with other IT teams to ensure seamless support and system integration
- Analyze support trends and generate reports to identify areas for improvement
- Coordinate onboarding and offboarding IT processes for employees
- Manage inventory of IT assets and software licenses
- Ensure compliance with security policies and data protection standards
- Deliver training and support documentation for end-users
Your experience and skills
- Bachelor's degree in information technology, Computer Science, or equivalent education and experience
- 3+ years of experience in IT helpdesk support, with at least 2 years of experience leading a help desk support team
- Proven experience in coaching and leading high-performing teams
- Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, and enterprise applications (ERP, SharePoint, Cloud Based Systems, ticketing systems)
- Excellent problem-solving, communication, and interpersonal skills
- Able to manage multiple priorities in a fast-paced environment
- Familiar with remote support tools and mobile device management (MDM) and experience supporting remote work environments
- Strong customer service orientation and a continuous improvement mindset
About Houle
As BC's leading electrical contractor and systems integrator, we believe in delivering safe, reliable power for the future. From hospitals and universities, to airports, shipping terminals and shopping centres, our electrical and technology professionals proudly provide innovative solutions that create value for our customers every day.
Since 1944, we've been dedicated to our craft, committed to quality workmanship, and building teams that thrive. Driven by purpose and connected through collaboration, our focus on people guides our success in delivering some of the most exciting infrastructure projects in the province.
As a certified Great Place to Work , one of BC's Top 100 Employers , and Best Managed company, we have been recognized for our efforts in creating a safe and inclusive work environment.
Why join our team?
- We emphasize having a work-life balance – We offer flexible work schedules and a competitive vacation policy.
- Continuous development is a top priority – Whether you're looking for a corporate career or a career in the field, you are supported with access to tools and training for development and growth.
- Our employee benefits prioritize your financial, physical, and mental well-being – From RRSP matching to health and wellness reimbursements and additional Houle days off, we've got you covered.
- We have many exciting project opportunities – With many projects on the go around BC, we're certain you will find countless ways to bring communities to life.
- We have fun! Connection is key at Houle, from industry events to themed office gatherings, we never miss an opportunity to celebrate. Join us for our summer bbqs, potlucks, charity fundraisers, community volunteering, and many more fun events!
- A safe space for everyone – We celebrate diversity and are proud to be an equal-opportunity employer. We're committed to diversity and inclusion and strive to foster, cultivate and preserve a culture of belonging for all employees.
Salary range: $80,000-$90,000 per year plus a competitive total compensation package. Actual salary will be commensurate with experience, skills and overall match to the position offered. Let's chat throughout the hiring process and determine the best fit.
Sound like a match? We'd love to connect.
Please visit and click on the listing for Helpdesk Support Team Lead The opportunity will remain open until it has been filled.
Connect with us on LinkedIn , Instagram , Facebook , and X!
Houle will not be accepting unsolicited resumes from recruitment firms sent to HR, our managers, or employees directly without a signed agreement within the last 12 months. Unsolicited resumes sent to Houle will not be accepted or obligate our organization to pay any fees if the candidate is hired through alternate contacts.
Service Desk Analyst
Posted 21 days ago
Job Viewed
Job Description
Insight Global is looking for a Service Desk Analyst for a 3 month contract onsite 3 days a week in Edmonton, Alberta. This Resource will be joining an internal IT service desk supporting an Edmonton power generation company. They will be handling service requests through Service Now to help troubleshoot/resolve requests for access managment, active directory, basic MS azure & MS software issues, and more. Typical volume will be 10/15 incidents/service requests a day, otherwise this resource will be cleaning up active directories and writing knowledge articles. The success resource will have 3 year of experience in a similar role, strong written/verbal communication and can quickly be productive with minimal training.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .
Skills and Requirements
Clear written and verbal communication
3 years of Tier 1/2 service desk experience (technical IT service desk) Service desk experience with: Service now for ticketing, MS shop suite, Access managment, Basic Azure MS items
Technical writing/creating articles
technical Diploma
Service Desk Analyst
Posted today
Job Viewed
Job Description
Job Description
Overview
Flexjet is currently seeking a dedicated and committed Service Desk Analyst who will be responsible for providing first level support of service requests. The ideal candidate is customer motivated and will work to understand the needs of our users. Our staff works in a team environment and is supported by a full-service network infrastructure group as well as a team of in-house developers.
*Please note, the shift requirement of this position is Monday-Friday 6:30am-3:30pm EST.
Responsibilities
Handle service requests that come in via our help desk system (Zendesk), phone or email
Monitor end-user reported problems to identify potential areas requiring further intervention and communicate to appropriate personnel using Flexjet's incident management and request fulfillment processes.
Document issues found and troubleshooting practices.
Setup, maintenance and repair of PC-based computer hardware, printers, network wiring and basic process troubleshooting relating to operating systems, in-house and third-party applications, networks, and telecommunications.
Participate in weekly on-call support rotation currently every 10-12 weeks.
Candidates must be able to perform *break*fix* and MUST be able to define the term.
Review and update technical support documentation to ensure information is complete and accurate.
Collaborate with third-party vendors to resolve software/hardware problems and disputes.
Some light travel to our other Florida office locations will be required every few months as needed.
Education & Experience:
Bachelor’s degree in business or computer Science preferred.
3-5yrs of experience with hardware support
Strong knowledge of Microsoft Client operating systems up to Windows 10 is required.
Has or can achieve Microsoft Certification within 1 year of hire
Required Skills & Qualifications:
Exceptional attention to detail
Strong time management and prioritization skills
Ability to work autonomously.
Working knowledge of network wiring standards and protocols
Critical thinking and problem-solving skills
Can troubleshoot, diagnose, and repair computer hardware, telecommunications, and peripheral equipment: for example, PCs/laptops, printers, desk and mobile devices with minimal direction.
Ability to work under pressure and prioritize to complete tasks in a timely manner.
Exhibits well-developed interpersonal skills that promote and foster a team culture.
Possesses excellent organizational skills and communication skills, both written and verbal to establish and maintain effective working relationships.
Proficient interpersonal skills
Training skills necessary to educate employees on the use of hardware, software and processes.
Routine system administration activities, for example, resetting passwords, printer set-ups, user accounts and accessibility.
Desired Skills:
SCCM knowledge is a plus.
ITIL knowledge is a plus
Office 365 Administration
Microsoft Azure knowledge is a plus.
Microsoft Intune knowledge is a plus.
IT Service Desk Analyst
Posted today
Job Viewed
Job Description
IT Service Desk Analyst
Salary Range: $67,000 - $68,000
Location: Prince George, BC
As an IT Service Desk Analyst at Drax, the purpose of this role is to provide outstanding customer service to all users of the IT services that support Drax Group IT and align with the overall business goals.
Key Responsibilities
The responsibilities of the Service Desk team include:
- Ensuring that incidents are resolved efficiently in accordance with agreed Service Level Agreements (SLAs).
- Assessing and fulfilling service requests promptly.
- Identifying potential underlying problems to help determine root causes and suggest improvements.
- Collaborating closely with internal IT functions and third-party suppliers to ensure successful outcomes.
- Proactively managing the application landscape to maintain availability, stability, and performance.
- As a member of the IT Service Desk team, you will be responsible for delivering a high-quality service to the business. This includes ensuring that incidents and service requests are addressed quickly and efficiently, in line with the agreed SLAs, while keeping the customer updated throughout the process.
About you
You'll possess the following skills, abilities, and experience:
Technical Skills and Qualifications:
- Proficient in desktop/laptop hardware, network configurations, and MS Office Suite.
- Experienced with Windows 10/11 and telephony technologies (VoIP, SIP).
- Familiar with Active Directory, Entra Admin Center (Azure), and Office 365.
- Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies.
- Strong interest in LAN/WAN networking and skilled in hardware installation.
Work Ethic and Approach:
- Flexible to work outside core hours as needed.
- Committed to a customer-first support approach.
- Capable of clearly documenting technical concepts for customer understanding.
- Effective team player with individual initiative.
- Driven, detail-oriented, and skilled in managing customer expectations.
Additional Qualifications:
- Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.
- Knowledge of root cause analysis is a plus.
- Familiarity with the electricity industry is desirable.
Key Accountabilities
- We are dedicated to providing excellent service to every customer, every time.
- We resolve incidents promptly and update the Service Desk system regularly upon resolution.
- We enhance service requests by following best practices and identifying improvement opportunities.
- We identify underlying issues to determine root causes and improve services.
- All assigned tasks are managed and completed on time.
- We support the team through mentoring and developing junior members, aiming to enhance knowledge within the Service Delivery function.
- We seek service improvement opportunities and collaborate with internal IT and third-party suppliers to achieve successful outcomes.
- We provide first-line support, including: Desktop, laptop, and mobile device support
- User management
- Software and hardware management
Rewards and benefits
- As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle.
About Drax
Drax is at the forefront of transforming energy generation, supply, and usage. Our mission is to drive a zero-carbon, lower-cost energy future. By joining Drax, you'll be part of a team that's making a significant impact on our collective future.
Apply today to help Drax discover the talented individuals we need to drive this change. A career at Drax is more than just a job—it's a chance to make a difference.
Curious to learn more about us? We recommend you connect with us on LinkedIn for more insights.
The Drax Resourcing team will never use third-party apps to make job offers. The recruitment process with Drax will always include at least one face-to-face interview, either in person or via an online video call, as well as several phone conversations. Drax will never ask you to download apps to enter timesheet details or ask you to purchase your own IT equipment. If you have any concerns during your recruitment process or suspect something isn’t right, please contact us via to verify the application or details of the person you have been speaking to.
Please note that, whilst not expected, the company may pay at a rate outside of the band for this role where appropriate, considering the candidate’s experience, skills and other relevant factors.
The advertised salary range relates to British Columbia and is provided in accordance with the BC Pay Transparency Act. We recognize however that salaries are often driven by market forces in the local area where a candidate is based and accordingly the salary range may not apply outside of British Columbia.
IT Service Desk Analyst
Posted today
Job Viewed
Job Description
IT Service Desk Analyst
Salary Range: $67,000 - $68,000
Location: Prince George, BC
As an IT Service Desk Analyst at Drax, the purpose of this role is to provide outstanding customer service to all users of the IT services that support Drax Group IT and align with the overall business goals.
Key Responsibilities
The responsibilities of the Service Desk team include:
- Ensuring that incidents are resolved efficiently in accordance with agreed Service Level Agreements (SLAs).
- Assessing and fulfilling service requests promptly.
- Identifying potential underlying problems to help determine root causes and suggest improvements.
- Collaborating closely with internal IT functions and third-party suppliers to ensure successful outcomes.
- Proactively managing the application landscape to maintain availability, stability, and performance.
- As a member of the IT Service Desk team, you will be responsible for delivering a high-quality service to the business. This includes ensuring that incidents and service requests are addressed quickly and efficiently, in line with the agreed SLAs, while keeping the customer updated throughout the process.
About you
You'll possess the following skills, abilities, and experience:
Technical Skills and Qualifications:
- Proficient in desktop/laptop hardware, network configurations, and MS Office Suite.
- Experienced with Windows 10/11 and telephony technologies (VoIP, SIP).
- Familiar with Active Directory, Entra Admin Center (Azure), and Office 365.
- Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies.
- Strong interest in LAN/WAN networking and skilled in hardware installation.
Work Ethic and Approach:
- Flexible to work outside core hours as needed.
- Committed to a customer-first support approach.
- Capable of clearly documenting technical concepts for customer understanding.
- Effective team player with individual initiative.
- Driven, detail-oriented, and skilled in managing customer expectations.
Additional Qualifications:
- Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.
- Knowledge of root cause analysis is a plus.
- Familiarity with the electricity industry is desirable.
Key Accountabilities
- We are dedicated to providing excellent service to every customer, every time.
- We resolve incidents promptly and update the Service Desk system regularly upon resolution.
- We enhance service requests by following best practices and identifying improvement opportunities.
- We identify underlying issues to determine root causes and improve services.
- All assigned tasks are managed and completed on time.
- We support the team through mentoring and developing junior members, aiming to enhance knowledge within the Service Delivery function.
- We seek service improvement opportunities and collaborate with internal IT and third-party suppliers to achieve successful outcomes.
- We provide first-line support, including: Desktop, laptop, and mobile device support
- User management
- Software and hardware management
Rewards and benefits
- As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle.
About Drax
Drax is at the forefront of transforming energy generation, supply, and usage. Our mission is to drive a zero-carbon, lower-cost energy future. By joining Drax, you'll be part of a team that's making a significant impact on our collective future.
Apply today to help Drax discover the talented individuals we need to drive this change. A career at Drax is more than just a job—it's a chance to make a difference.
Curious to learn more about us? We recommend you connect with us on LinkedIn for more insights.
The Drax Resourcing team will never use third-party apps to make job offers. The recruitment process with Drax will always include at least one face-to-face interview, either in person or via an online video call, as well as several phone conversations. Drax will never ask you to download apps to enter timesheet details or ask you to purchase your own IT equipment. If you have any concerns during your recruitment process or suspect something isn’t right, please contact us via to verify the application or details of the person you have been speaking to.
Please note that, whilst not expected, the company may pay at a rate outside of the band for this role where appropriate, considering the candidate’s experience, skills and other relevant factors.
The advertised salary range relates to British Columbia and is provided in accordance with the BC Pay Transparency Act. We recognize however that salaries are often driven by market forces in the local area where a candidate is based and accordingly the salary range may not apply outside of British Columbia.
IT Service Desk Analyst
Posted today
Job Viewed
Job Description
IT Service Desk Analyst
Salary Range: $67,000 - $68,000
Location: Prince George, BC
As an IT Service Desk Analyst at Drax, the purpose of this role is to provide outstanding customer service to all users of the IT services that support Drax Group IT and align with the overall business goals.
Key Responsibilities
The responsibilities of the Service Desk team include:
- Ensuring that incidents are resolved efficiently in accordance with agreed Service Level Agreements (SLAs).
- Assessing and fulfilling service requests promptly.
- Identifying potential underlying problems to help determine root causes and suggest improvements.
- Collaborating closely with internal IT functions and third-party suppliers to ensure successful outcomes.
- Proactively managing the application landscape to maintain availability, stability, and performance.
- As a member of the IT Service Desk team, you will be responsible for delivering a high-quality service to the business. This includes ensuring that incidents and service requests are addressed quickly and efficiently, in line with the agreed SLAs, while keeping the customer updated throughout the process.
About you
You'll possess the following skills, abilities, and experience:
Technical Skills and Qualifications:
- Proficient in desktop/laptop hardware, network configurations, and MS Office Suite.
- Experienced with Windows 10/11 and telephony technologies (VoIP, SIP).
- Familiar with Active Directory, Entra Admin Center (Azure), and Office 365.
- Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies.
- Strong interest in LAN/WAN networking and skilled in hardware installation.
Work Ethic and Approach:
- Flexible to work outside core hours as needed.
- Committed to a customer-first support approach.
- Capable of clearly documenting technical concepts for customer understanding.
- Effective team player with individual initiative.
- Driven, detail-oriented, and skilled in managing customer expectations.
Additional Qualifications:
- Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.
- Knowledge of root cause analysis is a plus.
- Familiarity with the electricity industry is desirable.
Key Accountabilities
- We are dedicated to providing excellent service to every customer, every time.
- We resolve incidents promptly and update the Service Desk system regularly upon resolution.
- We enhance service requests by following best practices and identifying improvement opportunities.
- We identify underlying issues to determine root causes and improve services.
- All assigned tasks are managed and completed on time.
- We support the team through mentoring and developing junior members, aiming to enhance knowledge within the Service Delivery function.
- We seek service improvement opportunities and collaborate with internal IT and third-party suppliers to achieve successful outcomes.
- We provide first-line support, including: Desktop, laptop, and mobile device support
- User management
- Software and hardware management
Rewards and benefits
- As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle.
About Drax
Drax is at the forefront of transforming energy generation, supply, and usage. Our mission is to drive a zero-carbon, lower-cost energy future. By joining Drax, you'll be part of a team that's making a significant impact on our collective future.
Apply today to help Drax discover the talented individuals we need to drive this change. A career at Drax is more than just a job—it's a chance to make a difference.
Curious to learn more about us? We recommend you connect with us on LinkedIn for more insights.
The Drax Resourcing team will never use third-party apps to make job offers. The recruitment process with Drax will always include at least one face-to-face interview, either in person or via an online video call, as well as several phone conversations. Drax will never ask you to download apps to enter timesheet details or ask you to purchase your own IT equipment. If you have any concerns during your recruitment process or suspect something isn’t right, please contact us via to verify the application or details of the person you have been speaking to.
Please note that, whilst not expected, the company may pay at a rate outside of the band for this role where appropriate, considering the candidate’s experience, skills and other relevant factors.
The advertised salary range relates to British Columbia and is provided in accordance with the BC Pay Transparency Act. We recognize however that salaries are often driven by market forces in the local area where a candidate is based and accordingly the salary range may not apply outside of British Columbia.
IT Service Desk Analyst
Posted today
Job Viewed
Job Description
IT Service Desk Analyst
Salary Range: $67,000 - $68,000
Location: Prince George, BC
As an IT Service Desk Analyst at Drax, the purpose of this role is to provide outstanding customer service to all users of the IT services that support Drax Group IT and align with the overall business goals.
Key Responsibilities
The responsibilities of the Service Desk team include:
- Ensuring that incidents are resolved efficiently in accordance with agreed Service Level Agreements (SLAs).
- Assessing and fulfilling service requests promptly.
- Identifying potential underlying problems to help determine root causes and suggest improvements.
- Collaborating closely with internal IT functions and third-party suppliers to ensure successful outcomes.
- Proactively managing the application landscape to maintain availability, stability, and performance.
- As a member of the IT Service Desk team, you will be responsible for delivering a high-quality service to the business. This includes ensuring that incidents and service requests are addressed quickly and efficiently, in line with the agreed SLAs, while keeping the customer updated throughout the process.
About you
You'll possess the following skills, abilities, and experience:
Technical Skills and Qualifications:
- Proficient in desktop/laptop hardware, network configurations, and MS Office Suite.
- Experienced with Windows 10/11 and telephony technologies (VoIP, SIP).
- Familiar with Active Directory, Entra Admin Center (Azure), and Office 365.
- Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies.
- Strong interest in LAN/WAN networking and skilled in hardware installation.
Work Ethic and Approach:
- Flexible to work outside core hours as needed.
- Committed to a customer-first support approach.
- Capable of clearly documenting technical concepts for customer understanding.
- Effective team player with individual initiative.
- Driven, detail-oriented, and skilled in managing customer expectations.
Additional Qualifications:
- Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.
- Knowledge of root cause analysis is a plus.
- Familiarity with the electricity industry is desirable.
Key Accountabilities
- We are dedicated to providing excellent service to every customer, every time.
- We resolve incidents promptly and update the Service Desk system regularly upon resolution.
- We enhance service requests by following best practices and identifying improvement opportunities.
- We identify underlying issues to determine root causes and improve services.
- All assigned tasks are managed and completed on time.
- We support the team through mentoring and developing junior members, aiming to enhance knowledge within the Service Delivery function.
- We seek service improvement opportunities and collaborate with internal IT and third-party suppliers to achieve successful outcomes.
- We provide first-line support, including: Desktop, laptop, and mobile device support
- User management
- Software and hardware management
Rewards and benefits
- As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle.
About Drax
Drax is at the forefront of transforming energy generation, supply, and usage. Our mission is to drive a zero-carbon, lower-cost energy future. By joining Drax, you'll be part of a team that's making a significant impact on our collective future.
Apply today to help Drax discover the talented individuals we need to drive this change. A career at Drax is more than just a job—it's a chance to make a difference.
Curious to learn more about us? We recommend you connect with us on LinkedIn for more insights.
The Drax Resourcing team will never use third-party apps to make job offers. The recruitment process with Drax will always include at least one face-to-face interview, either in person or via an online video call, as well as several phone conversations. Drax will never ask you to download apps to enter timesheet details or ask you to purchase your own IT equipment. If you have any concerns during your recruitment process or suspect something isn’t right, please contact us via to verify the application or details of the person you have been speaking to.
Please note that, whilst not expected, the company may pay at a rate outside of the band for this role where appropriate, considering the candidate’s experience, skills and other relevant factors.
The advertised salary range relates to British Columbia and is provided in accordance with the BC Pay Transparency Act. We recognize however that salaries are often driven by market forces in the local area where a candidate is based and accordingly the salary range may not apply outside of British Columbia.
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IT Service Desk Analyst
Posted today
Job Viewed
Job Description
IT Service Desk Analyst
Salary Range: $67,000 - $68,000
Location: Prince George, BC
As an IT Service Desk Analyst at Drax, the purpose of this role is to provide outstanding customer service to all users of the IT services that support Drax Group IT and align with the overall business goals.
Key Responsibilities
The responsibilities of the Service Desk team include:
- Ensuring that incidents are resolved efficiently in accordance with agreed Service Level Agreements (SLAs).
- Assessing and fulfilling service requests promptly.
- Identifying potential underlying problems to help determine root causes and suggest improvements.
- Collaborating closely with internal IT functions and third-party suppliers to ensure successful outcomes.
- Proactively managing the application landscape to maintain availability, stability, and performance.
- As a member of the IT Service Desk team, you will be responsible for delivering a high-quality service to the business. This includes ensuring that incidents and service requests are addressed quickly and efficiently, in line with the agreed SLAs, while keeping the customer updated throughout the process.
About you
You'll possess the following skills, abilities, and experience:
Technical Skills and Qualifications:
- Proficient in desktop/laptop hardware, network configurations, and MS Office Suite.
- Experienced with Windows 10/11 and telephony technologies (VoIP, SIP).
- Familiar with Active Directory, Entra Admin Center (Azure), and Office 365.
- Knowledgeable in Autopilot, SCCM, and anti-virus/encryption technologies.
- Strong interest in LAN/WAN networking and skilled in hardware installation.
Work Ethic and Approach:
- Flexible to work outside core hours as needed.
- Committed to a customer-first support approach.
- Capable of clearly documenting technical concepts for customer understanding.
- Effective team player with individual initiative.
- Driven, detail-oriented, and skilled in managing customer expectations.
Additional Qualifications:
- Understanding of ITIL principles (ITIL v3) and experience in continuous service improvement.
- Knowledge of root cause analysis is a plus.
- Familiarity with the electricity industry is desirable.
Key Accountabilities
- We are dedicated to providing excellent service to every customer, every time.
- We resolve incidents promptly and update the Service Desk system regularly upon resolution.
- We enhance service requests by following best practices and identifying improvement opportunities.
- We identify underlying issues to determine root causes and improve services.
- All assigned tasks are managed and completed on time.
- We support the team through mentoring and developing junior members, aiming to enhance knowledge within the Service Delivery function.
- We seek service improvement opportunities and collaborate with internal IT and third-party suppliers to achieve successful outcomes.
- We provide first-line support, including: Desktop, laptop, and mobile device support
- User management
- Software and hardware management
Rewards and benefits
- As you help us to shape the future, we’ve shaped our rewards and benefits to help you thrive and support your lifestyle.
About Drax
Drax is at the forefront of transforming energy generation, supply, and usage. Our mission is to drive a zero-carbon, lower-cost energy future. By joining Drax, you'll be part of a team that's making a significant impact on our collective future.
Apply today to help Drax discover the talented individuals we need to drive this change. A career at Drax is more than just a job—it's a chance to make a difference.
Curious to learn more about us? We recommend you connect with us on LinkedIn for more insights.
The Drax Resourcing team will never use third-party apps to make job offers. The recruitment process with Drax will always include at least one face-to-face interview, either in person or via an online video call, as well as several phone conversations. Drax will never ask you to download apps to enter timesheet details or ask you to purchase your own IT equipment. If you have any concerns during your recruitment process or suspect something isn’t right, please contact us via to verify the application or details of the person you have been speaking to.
Please note that, whilst not expected, the company may pay at a rate outside of the band for this role where appropriate, considering the candidate’s experience, skills and other relevant factors.
The advertised salary range relates to British Columbia and is provided in accordance with the BC Pay Transparency Act. We recognize however that salaries are often driven by market forces in the local area where a candidate is based and accordingly the salary range may not apply outside of British Columbia.