Service Desk Agent

Job Description

IT Services Analyst:
On behalf of our Construction client, Procom is searching for an IT Services Analyst for a 3-month role. This position is an onsite position with 4 days onsite at our client’s Calgary office.

IT Services Analyst - Job Description:
The IT Services Analyst provides first-line technical support for Graham employees across corporate offices and project sites. The role focuses on delivering excellent customer service, resolving incidents and requests, supporting end-user technology, and identifying opportunities to improve service delivery through automation and process improvements.

IT Services Analyst - Responsibilities:
• Provide first-line support for incidents, service requests, and end-user issues.
• Troubleshoot desktops, laptops, mobile devices, networking, Office 365, and business applications.
• Prioritize and resolve tickets while escalating complex issues when required.
• Deliver exceptional customer service and communicate effectively with technical and non-technical users.
• Support continuous service improvement initiatives, automation, and process optimization.
• Maintain documentation and contribute to knowledge-sharing activities.

IT Services Analyst - Mandatory Skills:
• Diploma or Degree in Computer Science, Information Technology, or related discipline.
• 2+ years of experience in an IT Service Desk, Help Desk, or Technical Support role.
• Experience supporting Windows Operating Systems, Microsoft 365, Active Directory, Exchange, and SharePoint.
• Strong troubleshooting skills across desktops, laptops, mobile devices, and peripherals.
• Fundamental networking knowledge including routing, switching, VPNs, and cellular and internet connectivity.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

IT Services Analyst – Nice-to-Have Skills:
• ITIL Foundation certification.
• Experience supporting construction, engineering, or field-based organizations.
• Exposure to service management platforms such as ServiceNow, Freshservice, or Jira Service Management.
• Experience scripting or automating repetitive support tasks.
• Knowledge of Azure, Intune, and Endpoint Management.

IT Services Analyst – Assignment Length:
This is a 3-month contract position to start.

IT Services Analyst - Start Date:
ASAP.

IT Services Analyst - Assignment Location:
Calgary, Alberta, Canada. This position is Onsite, requiring 4 days in the office.