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