Service Desk Student

Service Desk Student Edmonton International Airport, Nisku, AB, Canada Req #388 Monday, February 24, 2025

People come together at Edmonton Airports. They connect, learn, and imagine. We are an Airport for Everyone, uniting people for a world of possibilities. Our community, passengers, partners, and team members come together to achieve meaningful connections and opportunities. At Edmonton Airports, we aim to create a community of unique individuals to allow for expanded ideas, perspectives, collaboration, and innovative business decisions. We do this by fostering positive, enthusiastic people who are excited to take on challenges. As an organization, we value opportunities to create diversity within our team, including backgrounds, experiences, perspectives, and ways of working together. True to our core values, we are invested in our talent and consider professional development, specialty training, and career growth among the top priorities to expand team member skillset as we continue evolving with new technologies and forward-thinking ideas. As recipients of the 2024 Alberta Top 80 Employer Award, we work to elevate the experience even higher and facilitate new possibilities at our region’s airports.

Service Desk – Summer Student

1 Full Time, Term Position (May-August)

Day in The Life

The YEG Technology Service Desk Summer student will be a customer service focused and technically trained individual who is eager to support the YEG Technology Service Desk team by providing support services for continuous IT Operations at the airport. The requirements for this position will provide learning opportunities including:

• Opportunities to communicate, coordinate, manage tickets, and book appointments for users.
• Opportunities to practice business analyst skills inclusive of:
  • Documenting business, operational, and standard processes for Knowledge Management.
  • Ability to extend and develop deeper customer service skills, inclusive of working with customers on problem solving, issue identification, and problem resolution.
  • Opportunities to develop, document, and roll out new SOPs for addressing common issues.
• Opportunities to practice operational skills inclusive of:
  • Learning how to triage and prioritize issues leveraging ITIL and ITSM frameworks.
  • Exposure to operational processes relating to procurement, including inventory control processes, receipt of goods, inventory management, and similar tasks.
  • Opportunities to understand the complexities of End-user Compute environments by participating in hardware setup, including the physical setup of individual workspaces, hardware and software deployment, and request management.
  • Exposure to opportunities on how to effectively triage, prioritize, and support remote customers who are located across the YEG airport campus.
  • Exposure to operational tooling associated with the imaging of computers and managing complex software asset inventory.
  • Exposure to the NIST/CIS Computer Security Framework, including how to implement operational controls, produce evidence of process adherence, and participate in security and compliance activities.
  • Support on key business refresh projects working with end users and deployment of new hardware/software associated with the enhancements.
  • Support the operational team with technical and customer service support to end users.

You will bring:

• An enrollment in education or background and passion for Computer Science, cybersecurity, IT Governance, or a related discipline.
• Demonstrated knowledge and an interest in Systems Thinking, and how to deliver Operational Improvements.
• Demonstrated knowledge and an interest in Data Analysis, Analytics, and Data Management.
• Demonstrated ability to work effectively in a team environment, yet be self-directed with minimal supervision where required.
• Demonstrated ability to think both innovatively and critically, to assist in developing and innovating solutions.
• Demonstrated problem-solving and troubleshooting capabilities and ability to learn new skills as required.
• Possess strong English language oral and written communication skills, with a preference for individuals with multilingual backgrounds.

Note: All candidates must secure and maintain appropriate airport security clearance and acceptable criminal record checks.

REPORTS TO: Manager, Technology Service Desk

BAND: Excluded

SALARY: $19.00 - $22.00 per hour

POSTING DATE: February 25, 2025 (Internal & External)

CLOSING DATE: March 8, 2025 (Internal & External)

Applicants from this competition may be utilized to fill future vacancies of a similar nature.