Reporting to the Lead, IT Service Center, the COOP Student, IT Service Center Analyst is the front facing representative for DeHavilland Canada 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. 

This is a summer student position, located at our office in Calgary, AB.

Core Responsibilities:

• Provides the first level technical support DHC business users through our primary methods of contact (Phones, Email, Chat, Self-Serve, Deskside support)
• 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 self-management 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
• Strong oral and written communication/presentation skills, effectively communicating technical issues
• Strong problem solving and troubleshooting skills
• Excellent Customer Support Service

Required Professional Qualifications and Education:

• Working toward bachelor’s degree in computer science, engineering, business or another relevant field combination of education.
• Any experience in desktop support, customer service and/or production support in multi-platform environments is nice to have.
• Technical Writing Skills are nice to have.
• Understanding of how to support:
  • Microsoft Office and O365
  • Windows 10/11
  • MS Teams & MS Productivity Suite
  • Active Directory/Password Resets
  • VPN technologies
  • MS Team enabled Meeting room technology