IT Service Center Analyst - Mississauga, Canada - De Havilland

De Havilland

Verified Company

Mississauga, Canada

2 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

De Havilland Aircraft of Canada Ltd. ('DHC') is a proudly Canadian aerospace company currently transitioning its corporate headquarters to Calgary, AB.

DHC is undertaking a consolidation of its underlying subsidiary companies under a single brand currently offering engineering, aftermarket, new aircraft manufacturing, modifications, parts manufacturing, and flight training.

DHC currently has approximately 1,200 employees based in BC, AB and ON as well as in markets and distribution hubs world-wide.

Our strong entrepreneurial spirit, together with a culture of empowerment, quality and innovation create opportunities to grow and succeed in an organization with a proud heritage and bright future.

Position Summary

Reporting to the Lead, IT Service Center, the IT Service Center Analyst is the front facing representative for DHC IT, participating in the daily activities related to operations and delivery of IT Services.

The critical influence of this role is in ensuring the timely response and resolution to user requests, as well as responding to single and multiple users incidents with the appropriate level of urgency and care.

Core Responsibilities

Manages workload in accordance with defined KPI and SLA measurements.
Execute Access Management activities (Account MACD)
Build and revise process workflows based on changing needs of the De Havilland environment and services offered by IT.
Be the central point of coordination for Resolution of complex end user issues.
Works closely with internal IT partners in "Transition to Operations" guidance and core content requirements for Service Desk support
Must be innovative in identifying means to improve IT service quality within established boundaries.

Characteristics for Successful Performance

Builds and cultivates mutually beneficial relationships with team members and leaders, building strong external networks with people in the industry or profession.
Creates an environment encouraging the open exchange of information and viewpoints.
Applies selfmanagement techniques to include acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently.
Ability to quickly comprehend the functions and capabilities of new technologies.
Experience working with multinational teams.
Strong oral and written communication/presentation skills, effectively communicating technical issues.
Strong problem solving and troubleshooting skills.
Ability to work independently, or as part of a team.

Required Professional Qualifications and Education

Bachelor's degree in computer science, engineering, business or another relevant field combination of education and realworld experience
Has more than 10 years of IT work experience in various user facing roles.
5 years of experience working in a Service Desk including support for desktop support, customer service and/or production support in multiplatform environments.
Previous experience in generating knowledge articles.
Previous experience in developing quick reference guides and selfhelp content for users.

Experience

Microsoft Office and O36
Windows 10.
MS Teams.
Active Directory.
Citrix and VM configuration.
Proficient troubleshooting VPN technologies.
In-Tune.
SCCM.
MS Team enabled Meeting room technology.

At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence.

As such, it is an expectation that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process.

This may include but is not limited to the ability to work in a variety of environmental conditions including temperature extremes, confined spaces, working at heights and with or around chemicals.

Employees are expected to adhere to the use of personal protective equipment (PPE) when at work which must include but is not limited to the ability to maintain a positive fit test when mask use is required.

At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply. De Havilland will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.

Any offer of employment is conditional on the completion of positive and satisfactory background checks, which may include, proof that you are legally entitled to work in Canada, professional references, verification of employment history, verification of educational background and crimina