IT Service Desk Analyst

IT Service Desk Analyst
Salary Range: $60,000 - $70,000
Location: Prince George, BC

Ready to be at the heart of a zero-carbon energy future?

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.

Why join Drax?
At Drax, we’re not just generating power; we’re transforming it. We’re a diverse and committed team, working together to create a brighter, more sustainable future. When you join us, you’ll find:

• Benefits from Day One: Comprehensive health and dental benefits from your first day.
• RRSP Matching: Build toward your financial future with our company RRSP matching program.
• A Clear Purpose: Be part of a company focused on sustainable energy and making a positive difference for our communities.
• Growth Opportunities: We believe in developing our people and supporting continued learning and career development.
• A Supportive Team: Work in an environment where your contributions are valued, and you’re empowered to make informed decisions and do the right thing.

Your Day-to-Day as an IT Service Desk Analyst You’ll be:

• 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.

What you’ll bring:
To excel in this vital role, you’ll need:

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.

How we act at Drax:
Our culture is built on a few core beliefs that guide everything we do:

• We care about what matters: We support each other to achieve important goals.
  
• We’re a can-do kind of place: We’re empowered to make informed decisions and do what’s right.
  
• We see things differently: We share insights, search for new ideas, and innovate.
  
• We listen carefully: We ensure everyone feels heard and valued.
• We do what we say we’ll do: We are proactive, committed, and reliable.

Ready to make a difference?

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 [email protected] 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 the band for this role where appropriate, taking into account 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.