Service Delivery Analyst

Keyera Career Opportunity Why Keyera? It’s our purpose-driven culture, benefits, and people. From flexible, customizable benefits and an employer-funded pension plan to our Keyera Connects social investment program and paid employee volunteer days, we’re focused on empowering our people and communities. When you work with us, you'll enjoy: Flexible Benefits to meet your individual and family needs, including $3,500 plus 4.5% of base salary each year to customize your benefits and investments Saving plan options, including an Employee Share Purchase Plan, RRSP, and TFSA Defined Contribution Pension Plan funded by Keyera up to 10% of base salary Wellness Personal Spending Account of $750 per year to cover wellness expenses Paid vacation and eight flex days each year Two paid volunteer days each year to support the causes that are most important to you Employee Family Assistance Program with a variety of support resources from professional counselling to financial planning support and more. Role/Location Specific Keyera’s Northern Allowance is a tiered incentive program based on years of service, currently offered to employees working at the following locations: Grande Prairie Office, Wapiti, Simonette, Gold Creek, South Cheecham, and Fox Creek Terminal. This information reflects the current state of the program and may be subject to change over time. Please note that compensation and benefits may be different based on the work location, position, and a candidate's experience and qualifications. Job Type: Permanent THE POSITION Keyera is currently seeking a Service Delivery Analyst (IT Support) to join the Information Technology team. This role is responsible for delivering reliable, customer-focused technical support across the organization while ensuring a secure, consistent, and positive employee technology experience. The successful candidate will provide support for end-user devices, collaboration technologies, and enterprise applications, while contributing to continuous improvement initiatives and technology projects.

Provide technical support for desktop computers, laptops, mobile devices, printers, peripherals, and conference room technologies, including troubleshooting hardware and software issues. Install, configure, maintain, and support operating systems, applications, endpoint devices, and security updates. Manage user accounts, permissions, and access requests across various enterprise systems. Respond to and resolve technical incidents and service requests in a timely manner while minimizing disruption to business operations. Document troubleshooting procedures, resolutions, and support processes; develop and maintain knowledge base articles for common issues and support scenarios. Participate in IT initiatives including system upgrades, hardware refreshes, software deployments, and technology migrations. Support endpoint security and compliance by adhering to company policies, cybersecurity standards, and industry best practices. Collaborate with internal stakeholders and third-party vendors to resolve technical issues and improve service delivery. Identify opportunities to automate repetitive tasks, streamline support processes, and enhance the digital workplace experience. Balance day-to-day operational support with continuous improvement initiatives in a fast-paced environment. Deliver exceptional customer service through effective communication, professionalism, and a proactive approach to problem solving.

The successful candidate will be a customer-focused technology professional with the following qualifications: Diploma or degree in Information Technology, Computer Science, or a related discipline. Minimum 5 years of experience in desktop support, end-user computing, or a related technical support role. Experience supporting iOS and Android mobile devices, including Microsoft Intune and other endpoint management platforms. Strong knowledge of Microsoft 365