Service Desk Analyst at Aecon Group Inc. in Greater Calgary Metropolitan Area | Kablio

Role

Description

knowledge base

ticket monitoring

request assignment

service desk

problem diagnosis

bmc remedy

Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles
Ensure you and your family receive the services needed to support your mental, emotional, and physical well-being.
Responsible to monitor all open requests and incidents to ensure timely resolution, escalating to management for assistance when appropriate
Assign requests or incidents to appropriate queues for follow up
Provide first Level Service Desk support to end users on a variety of issues.
Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error
Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
Responsible to log a ticket for any IS issues received via walk-in, phone, or e-mail in Aecon’s Service Management Tool (BMC Remedy)

Requirements

itil

incident management

network troubleshooting

windows 10

active directory

degree

Excellent oral and written communication skills
Familiarity with ITIL Foundations is an asset
Ability to multi-task in a fast-paced environment
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
Excellent customer service skills
Experience with Incident Management, Problem Management, Knowledge Management, Change Management, or Service Level Management is an asset
Technical knowledge in computer hardware and software configuration
Ability to act individually and work together with others as part of a team
Able to troubleshoot network connectivity, router, access point, and switch issues
Degree or diploma related to Information Services or equivalent work experience
Ability to speak multiple languages considered an asset
Understanding of BMC Remedy, Citrix XenApp, SAP, and Microsoft Teams is also an asset
Must have a working knowledge of Windows 10, MS Office 365 products, Microsoft Exchange, and Active Directory
Ability to clearly communicate technical concepts to non-technical people.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

C$9.7B Backlog

Record Project Orders

Signifies a substantial and growing pipeline of construction and infrastructure projects.

C$150M Investment

Utilities Expansion Fund

Strategic financial backing to bolster and expand utilities infrastructure development.

From humble beginnings in plumbing and gas fitting, the company has evolved into a leading infrastructure developer, with operations rooted in Hamilton since its founding in 1877.
Offers comprehensive construction services across civil infrastructure, urban transit, nuclear power, utilities, and industrial works.
Through its Concessions arm, the company specializes in private-public partnerships (P3) for global infrastructure development, emphasizing integrated delivery from planning to long-term operations.
Delivers iconic projects including the CN Tower, Vancouver SkyTrain, Montreal-Trudeau Airport, Gordie Howe Bridge, and major nuclear refurbishments.
Expanding into next-generation energy solutions with Canada’s largest battery storage initiative and leadership in small modular reactor development.
While maintaining a strong presence in Canada, the company also caters to North American markets and selectively engages in international concessions.
Demonstrates expertise in complex mega-projects through seamless integration of engineering, construction, financing, and operations.

Culture + Values

Safety First - Ensuring a safe, healthy work environment and fostering a 'zero injury' culture.
Trust and Candour - Conducting ourselves professionally, with candour, respect, and integrity.
Passion for Excellence - Being pace-setting and innovative, always striving to find a better way, and doing it right the first time - every time.
A People Focused, Learning Culture - Developing the best leaders and realizing the full potential of our people. Learning is core - we never stop trying to improve.
Results Oriented - Having a 'do whatever it takes' attitude. Empowered and entrepreneurial operations within a common framework of values, strategies, and key processes.

Environment + Sustainability

30% CO₂ Reduction

CO₂ Emissions Intensity Target

Aims to reduce CO₂ emissions intensity (Scopes 1 & 2) by 30% by 2030 compared to 2020 levels.

59% Revenue from Sustainability

Revenue Linked to Sustainability Projects

59% of 2024 revenue is tied to projects focused on climate change mitigation, energy transition, renewable energy, and water management.

78% Backlog Sustainability

Backlog Linked to Sustainability

78% of the company's backlog is connected to sustainability-related projects, highlighting a strong focus on environmental initiatives.

34% Early Target Achievement

Early Achievement of 2030 Target

Surpassed the 2030 target for Scope 1 & 2 emissions intensity reduction by achieving a 34% cumulative reduction by 2024, relative to revenue.

Net‑zero target for Scopes 1, 2 & 3 by 2050
20% cumulative Scope 1 & 2 GHG reduction by end of 2023 (vs 2020)
Projects include grid‑scale SMR, nuclear refurbishments, Oneida Energy Storage, Site C hydroelectric, Réseau express métropolitain, Surrey Langley SkyTrain
Approved science‑based near/long‑term emissions targets; SBTi‑verified net‑zero by 2050
Envision‑qualified company; offers employee Envision certification
Silver Certification from Progressive Aboriginal Relations; procured $127 M Indigenous goods/services in 2024

Inclusion & Diversity

$275M Procured

Indigenous Procurement

Significant investments in Indigenous goods and services were made in 2023 and 2024.

0.89 Injury Frequency

Safety Metrics

Improved workplace safety with a low Total Recordable Injury Frequency in 2023.

Inaugural Reconciliation Action Plan established
Silver Certification in Progressive Aboriginal Relations
Established three Indigenous‑led joint ventures
Expanded Aecon Women in Trades program (added nuclear cohort)
Inclusion stated as core value alongside Safety Always, Integrity and Accountability
Committed to inclusion through equitable opportunities, Equity, Diversity & Inclusion training, Women in Trades and Diversity in Trades programs, and Employee Resource Groups

Articles

Role

Description

knowledge base

ticket monitoring

request assignment

service desk

problem diagnosis

bmc remedy

Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles
Ensure you and your family receive the services needed to support your mental, emotional, and physical well-being.
Responsible to monitor all open requests and incidents to ensure timely resolution, escalating to management for assistance when appropriate
Assign requests or incidents to appropriate queues for follow up
Provide first Level Service Desk support to end users on a variety of issues.
Handle problem recognition, by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error
Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
Responsible to log a ticket for any IS issues received via walk-in, phone, or e-mail in Aecon’s Service Management Tool (BMC Remedy)

Requirements

itil

incident management

network troubleshooting

windows 10

active directory

degree

Excellent oral and written communication skills
Familiarity with ITIL Foundations is an asset
Ability to multi-task in a fast-paced environment
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
Excellent customer service skills
Experience with Incident Management, Problem Management, Knowledge Management, Change Management, or Service Level Management is an asset
Technical knowledge in computer hardware and software configuration
Ability to act individually and work together with others as part of a team
Able to troubleshoot network connectivity, router, access point, and switch issues
Degree or diploma related to Information Services or equivalent work experience
Ability to speak multiple languages considered an asset
Understanding of BMC Remedy, Citrix XenApp, SAP, and Microsoft Teams is also an asset
Must have a working knowledge of Windows 10, MS Office 365 products, Microsoft Exchange, and Active Directory
Ability to clearly communicate technical concepts to non-technical people.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

C$9.7B Backlog

Record Project Orders

Signifies a substantial and growing pipeline of construction and infrastructure projects.

C$150M Investment

Utilities Expansion Fund

Strategic financial backing to bolster and expand utilities infrastructure development.

From humble beginnings in plumbing and gas fitting, the company has evolved into a leading infrastructure developer, with operations rooted in Hamilton since its founding in 1877.
Offers comprehensive construction services across civil infrastructure, urban transit, nuclear power, utilities, and industrial works.
Through its Concessions arm, the company specializes in private-public partnerships (P3) for global infrastructure development, emphasizing integrated delivery from planning to long-term operations.
Delivers iconic projects including the CN Tower, Vancouver SkyTrain, Montreal-Trudeau Airport, Gordie Howe Bridge, and major nuclear refurbishments.
Expanding into next-generation energy solutions with Canada’s largest battery storage initiative and leadership in small modular reactor development.
While maintaining a strong presence in Canada, the company also caters to North American markets and selectively engages in international concessions.
Demonstrates expertise in complex mega-projects through seamless integration of engineering, construction, financing, and operations.

Culture + Values

Safety First - Ensuring a safe, healthy work environment and fostering a 'zero injury' culture.
Trust and Candour - Conducting ourselves professionally, with candour, respect, and integrity.
Passion for Excellence - Being pace-setting and innovative, always striving to find a better way, and doing it right the first time - every time.
A People Focused, Learning Culture - Developing the best leaders and realizing the full potential of our people. Learning is core - we never stop trying to improve.
Results Oriented - Having a 'do whatever it takes' attitude. Empowered and entrepreneurial operations within a common framework of values, strategies, and key processes.

Environment + Sustainability

30% CO₂ Reduction

CO₂ Emissions Intensity Target

Aims to reduce CO₂ emissions intensity (Scopes 1 & 2) by 30% by 2030 compared to 2020 levels.

59% Revenue from Sustainability

Revenue Linked to Sustainability Projects

59% of 2024 revenue is tied to projects focused on climate change mitigation, energy transition, renewable energy, and water management.

78% Backlog Sustainability

Backlog Linked to Sustainability

78% of the company's backlog is connected to sustainability-related projects, highlighting a strong focus on environmental initiatives.

34% Early Target Achievement

Early Achievement of 2030 Target

Surpassed the 2030 target for Scope 1 & 2 emissions intensity reduction by achieving a 34% cumulative reduction by 2024, relative to revenue.

Net‑zero target for Scopes 1, 2 & 3 by 2050
20% cumulative Scope 1 & 2 GHG reduction by end of 2023 (vs 2020)
Projects include grid‑scale SMR, nuclear refurbishments, Oneida Energy Storage, Site C hydroelectric, Réseau express métropolitain, Surrey Langley SkyTrain
Approved science‑based near/long‑term emissions targets; SBTi‑verified net‑zero by 2050
Envision‑qualified company; offers employee Envision certification
Silver Certification from Progressive Aboriginal Relations; procured $127 M Indigenous goods/services in 2024

Inclusion & Diversity

$275M Procured

Indigenous Procurement

Significant investments in Indigenous goods and services were made in 2023 and 2024.

0.89 Injury Frequency

Safety Metrics

Improved workplace safety with a low Total Recordable Injury Frequency in 2023.

Inaugural Reconciliation Action Plan established
Silver Certification in Progressive Aboriginal Relations
Established three Indigenous‑led joint ventures
Expanded Aecon Women in Trades program (added nuclear cohort)
Inclusion stated as core value alongside Safety Always, Integrity and Accountability
Committed to inclusion through equitable opportunities, Equity, Diversity & Inclusion training, Women in Trades and Diversity in Trades programs, and Employee Resource Groups

Articles