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Senior Service Desk Support Analyst

Department Information Technology Date Posted 7/13/2017

Position Type Permanent Full Time Reference No. 2017-3235

LocationEau Claire Tower 600 3rd Avenue SW, Calgary, Alberta, Canada

Job Title:                        Sr Service Desk Support Analyst

Employee Type:             Permanent Full-time Employee                

Reports to:                     IT Team Lead

Posting Date:                 July 13, 2017

Closing Date:                 July 21, 2017

Location:                        Calgary Corporate Office - Eau Claire Tower


Key Responsibilities:      

  • Coordinate IT activities around incident resolution to accommodate business priorities.
  • Actively coordinate with team members and other service support groups to effectively resolve desktop incidents and service requests in a timely manner. Escalate more complex problems when needed.
  • Develop and maintain positive and cooperative relationships, inside and outside of work group, interacting in a friendly, open, honest, and accepting manner.
  • Operational support of personal computing technologies, including deployment, maintenance, and troubleshooting.
  • Coordinate IT activities around incident resolution to accommodate business priorities.
  • Identify, troubleshoot and resolve a wide range of technical desktop-related problems.
  • Work collaboratively to ensure problems are being resolved and customers updated accordingly.
  • Prepare, set up, and move workstations, laptops, and printers as required.
  • Install applications based on documented procedures.  Could include manual installations, or the use of System Center Configuration Manager.
  • In collaboration with other team members, respond to incoming requests for hardware or application assistance, understanding the urgency and impact of the request to best prioritize activities.
  • Actively monitor incoming and outgoing requests and incidents on a daily basis and updating them accordingly.
  • Contribute to the continuous improvement efforts of our team processes, and actively participate in team meetings.
  • Assist with mobile device deployment, training, and ongoing support.
  • Ensure timely follow-up and communication to end-users on a consistent basis to facilitate updates and advise of resolution.
  • Escalate to Tier 3 teams accordingly, while actively contributing to resolution where possible.



  • 5+ years’ experience in IT Desktop Support with no less than 2 years having been in the Oil and Gas field (would be an asset)
  • Competency with System Center Configuration Manager, image creation and deployment
  • Application packaging and scripting (would be an asset)
  • Exceptional “service orientated” skills required
  • Extensively developed written and oral communication skills with specific focus on peer-to-peer and peer-to-management communication
  • Service Management Tool ( ServiceNow )
  • Extensive experience with developing and maintaining comprehensive technical documentation
  • Technical Leadership/Guidance for junior team members of the team
  • Strong analytical, problem solving, and time management skills
  • Knowledge and proficiency on the following technologies and skill sets at a Senior level:
    • Laptops, Desktops, Printers, Mobile Devices
    • Basic TCP/IP familiarization, Remote Access , troubleshooting
    • Microsoft SCCM 2012 R2, MS Office, Active Directory, Service Now ticketing system
    • Windows 7, Windows 8
    • Remote assistance tools, Anti-Virus, basic troubleshooting tool



  • IT related certificate or diploma from a recognized post-secondary institute or other recognized training provider   


Professional Designations:

  • Microsoft MCSA (Windows 7), MCSE or MCITP pertaining to workstation platforms.
  • ITIL v3 certification an asset


Occupational Requirements:

  • Must be able to lift a workstation (up to approx. 50 lbs)
  • Participate in an after-hours on-call rotation for the IT Service Desk phone line


Company Information:

MEG Energy is a Canadian oil sands company focused on sustainable in situ development and production in the southern Athabasca oil sands region of Alberta. MEG has a large, high-quality resource base – one that we believe holds some of the best in situ resources in Alberta. We are proud to develop and implement innovative technologies that efficiently maximize production while minimizing our environmental impact - an approach that is not only important to our stakeholders, but also to our team at MEG. These include our Diluent Removal Facility and proprietary HI-Q® technology. Our company is home to some of the industry’s top talent, boasting decades of experience that span nearly every thermal oil sands project developed in Alberta over the past 20 years. We hire individuals who share our commitment to excellence in all that we do and those who are passionate about responsible energy development. #LI-POST

If you are looking for an exciting opportunity and to build a career in an innovative and dynamic organization, submit your resume by clicking on Apply Now below.
We thank all applicants for their interest. However, only candidates selected for an interview will be contacted. MEG Energy is an equal opportunity employer.
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