Technical Analyst
Share
Job Location:
Monthly Salary:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Where Greatness Grows
The greatest achievements in history are borne from the greatness within people where human potential meets vision and passion fuels evolution. Unlocking this potential is the most important thing we do at Bird.
As a leader in Canadian construction for over 100 years the impact of our team is etched deeply within the core of our legacy. Beyond Bird this impact is felt in the fundamental aspects of our everyday lives. From the critical infrastructure we depend on to the energy and resources that keep us moving - we are powering our communities and shaping Canadas skylines coast-to-coast. Entrenched in the foundation of a culture built more than a century ago is an enduring quest to reimagine what is possible. Our impact is greater than ever and we are looking for those who seek to redefine their story.
We are a dynamic team of over 6000 with a range of professions backgrounds and areas of expertise. This breadth of diversity in people and opportunities is one of greatest aspects of building your career with Bird. Every trajectory looks different. At Bird you hold the pen and you write your story. As you unlock your potential you are surrounded by a team that supports you every step of the way.
Be a part of our team where we pride ourselves on the quality of our work and the way we treat each other and our partners. You will build a career and long-lasting relationships based on respect collaboration and a solution-focused mindset. Bird is a place where you will unlock your potential and achieve your goals.
Reporting to the Manager Service Delivery & Procurement the Technical Analyst will be responsible for level one support for our internal clients via email ServiceNow tickets online chat and phones. This role will conduct technical troubleshooting to resolve IT Incidents.This position is based in Winnipeg MB office.
What You Will Be Working On
Provide firstcontact support for end users via phone ServiceNow tickets chat and email using documented procedures and knowledge articles.
Resolve common repeatable incidents such as password resets account unlocks and routine software issues.
Accurately document ticket updates resolution steps and outcomes to ensure auditability and effective handoff where required.
Escalate unresolved or nonstandard issues to Tier2 support after completing all documented troubleshooting steps.
Meet established SLAs firstcontact resolution targets and customer satisfaction expectations.
Follow all documented service desk policies and escalation procedures.
Contribute to maintaining existing knowledge base articles by suggesting updates based on repeatable issues.
Work collaboratively within a large service desk team supporting peers during highvolume periods andcoveringwindows.
Primary work hours will be between 6:00 AM CT and7:00 PM CT.
What We Are Looking For
Over 5 years of IT Service Desk or customer support experience or equivalent technical support background.
Strong customer service mindset with the ability to follow documented procedures accurately and consistently.
Ability to prioritize and execute multiple routine tasks in a structured SLAdriven environment.
Clear written and verbal communication skills for effective enduser interaction and ticket documentation.
Comfort working with standard support tools (e.g. ticketing systems knowledge bases endpoint hardware).
IT certifications or postsecondary education in technology are considered assets.
Capable of handling pressure and challenges in a dynamic business environment
Strong analytical critical thinking troubleshooting and problem-solving skills as well as high accuracy and attention to detail
Highly developed interpersonal communication and organizational skills
Ability to work collaboratively with a positive attitude
We Put Safety First
A healthy and safe work environment is non-negotiable. We build a culture of operational and psychological safety through engagement learning and leadership.
We Lead With Honesty
We speak and act with integrity clarity and care so people can trust our word and our work. Being honest means we can deliver the best outcomes and consistent results.
We Are Stronger Together
Success is a team effort. Our inclusive workplace enables our combined expertise humility and creativity to unlock our greater potential.
We Are Driven To Do Great Work
We built our name on quality. We have a passion for excellence in our work and relationships that honours our businesses and our industry.
We Create Opportunity
Rooted in a solid foundation we adapt and grow to face the future. We are committed to elevating each other to chart the best path forward in an evolving world.
Bird is committed to diversity equity and inclusion (DE&I). This is a core part of our culture and guides our actions and strategic priorities. We strive to create an inclusive environment where every employee can thrive and share their unique perspectives and talents. Our ongoing commitments focus on addressing inequities and promoting a better understanding of diversity to build an inclusive and fair culture. We recognize that diverse teams are more knowledgeable perform better and achieve greater success. As such we are dedicated to building a workforce that reflects the diversity of the communities we serve and creating opportunities for all employees to grow and succeed.
Required Experience:
IC
About Company
Bird Construction has been providing construction services to a long list of new and repeat clients since 1920.
