{"id":3686023,"url":"https://alion.io/job/aecon-service-desk-analyst-bilingual","title":"Service Desk Analyst (Bilingual)","company":{"id":2065254,"name":"Aecon","domain":"aecon.com","url":"https://alion.io/company/aecon-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":95,"open_postings":5,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50000,"max":55000,"currency":"CAD","period":"year","gross":null,"usd_annual":39369},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-03T14:57:08Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-13T03:55:28Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Come Build Your Career at Aecon!\nAecon delivers some of the most complex and impactful infrastructure projects - from transformative transportation networks to critical energy, industrial and nuclear programs. The projects we build connect communities and power future generations. With deep roots in North America and a strong footprint internationally, Aecon brings global expertise and proudly serves public and private sector clients through its Construction and Concessions segment.\nSafety Always is not only our #1 core value - it is the standard that anchors our culture. We believe the most ambitious projects deserve the most committed people. At Aecon, you won’t just build your career - you’ll help build what matters to enable future generations to thrive.\nAt Aecon, you can count on:\nSafety Always. Our number one core value. The safety of our people, projects, partners, and stakeholders is our priority focus - today and always.\nIntegrity. We lead by example, with humility and courage.\nAccountability. We’re passionate about delivering on our commitments.\nInclusion. We provide opportunities where people feel valued, supported, and empowered to contribute fully.\nWe deliver infrastructure with purpose, and our people are at the heart of everything we do. Aecon employees are incredibly proud to build some of the most impactful infrastructure of this generation - we call it Aecon Proud.\nAt Aecon we:\nEnsure you and your family receive the services and benefits needed to support your mental, emotional, and physical well-being.\nAre intentional when it comes to investing in your development. We help you build your career and advance your skills through our Aecon University, tuition reimbursement, and Leadership Programs.\nAre committed to creating work environments focused on mutual respect, teamwork, collaboration, and new ideas, through meaningful initiatives, training, partnerships with Veteran groups, our Aecon Women in Trades and diversity programs, as well as our Employee Resource Groups (ERGs), to ensure we are building with top talent and harnessing our collective strengths within every aspect of our culture.\nOperate responsibly by managing risk, safety, and environmental considerations across all our projects and surrounding communities.\nOur success is built on the passion, expertise, and dedication of our people. Together, we embrace strong execution, innovation, and continuous improvement - values that come to life through the unique talents and collaborative spirit of every team member. If you’re inspired to make a difference through future-building projects, join our best-in-class team.\nWhat is the Opportunity?\nReporting to the Service Desk Team Lead, the Bilingual Service Desk Analyst (English/French) is responsible for the administration of all incidents and service requests to ensure timely resolution along with providing front-line support to our end-user community. The Service Desk Analyst will leverage the Information Services team to ensure that customer satisfaction is maintained, service levels are achieved, and quality is not compromised. This is a 12-month contract opportunity.\nWhat You'll Do Here:\nPrimary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies\nProvide first Level Service Desk support to end users on a variety of issues.\nResponsible to monitor all open requests and incidents to ensure timely resolution, escalating to management for assistance when appropriate\nAssign requests or incidents to appropriate queues for follow up\nResponsible to log a ticket for any IS issues received via walk-in, phone, or e-mail in Aecon’s Service Management Tool (BMC Remedy)\nHandle 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\nDocument and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how-to” procedures and knowledgebase articles\nWhat You Bring to the Team:\nExcellent oral and written communication skills\nDegree or diploma related to Information Services or equivalent work experience \nFamiliarity with ITIL Foundations is an asset\nExperience with Incident Management, Problem Management, Knowledge Management, Change Management, or Service Level Management is an asset\nAbility to clearly communicate technical concepts to non-technical people.\nExcellent customer service skills\nTechnical knowledge in computer hardware and software configuration\nAbility to multi-task in a fast-paced environment\nAbility to act individually and work together with others as part of a team\nAbility to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures\nMust have a working knowledge of Windows 10, MS Office 365 products, Microsoft Exchange, and Active Directory\nUnderstanding of BMC Remedy, Citrix XenApp, SAP, and Microsoft Teams is also an asset\nAble to troubleshoot network connectivity, router, access point, and switch issues\nAbility to speak multiple languages considered an asset\n“Can do” attitude\nReason for vacancy: Replacement\nThe expected salary range for this role is $50,000-$55,000 per year\nIndividual pay is determined based on several factors, including work location, education, experience, unique skills and job conditions. Other considerations may includecertifications, specialized training, and the complexity or scope of the role.\nAecon fosters diversity, inclusion and belonging within and across our organization. We welcome all to apply including, women, visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.\nWe are committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA), and to meeting the accessibility needs of persons with disabilities in a timely manner. Through the implementation of the requirements of the ACA and its applicable regulations, appropriate accommodations will be provided upon request throughout the interview and hiring process.\nAs part of our commitment to fair and transparent hiring practices, Aecon may use artificial intelligence (AI) tools to assist in screening and reviewing candidates. These tools are applied responsibly and in accordance with applicable privacy laws and Aecon’s AI Usage Policy. All final decisions are made by qualified Aecon team members.","description_format":"text","description_chars":6613,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transport Infrastructure","Construction"],"lifecycle":[{"event":"open","at":"2026-11-03T14:57:08Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.899,"p_room":1,"age_days":8,"expected_fill_days":32,"reasons":["conf:28","velocity","win:early","comp:brand"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":39369,"is_top_pay":false},"html_url":"https://alion.io/job/aecon-service-desk-analyst-bilingual","json_url":"https://alion.io/job/aecon-service-desk-analyst-bilingual.json","meta":{"generated_at":"2026-11-13T07:00:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14717,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2065254},"rest":"https://alion.io/mcp/rest/get_company?id=2065254"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faecon-service-desk-analyst-bilingual"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faecon-service-desk-analyst-bilingual"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faecon-service-desk-analyst-bilingual"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/aecon-service-desk-analyst-bilingual\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faecon-service-desk-analyst-bilingual"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3686023}},{"tool":"search_jobs","arguments":{"company":"aecon.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3686023},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}