IT Service Centre Analyst - 6 months term

De Havilland Aircraft of Canada Limited (DHC) is a storied name in the aerospace industry, recognized worldwide for its pioneering contributions to aviation and its unwavering commitment to quality, innovation, and reliability. Headquartered in Calgary, AB, DHC currently has approximately 2,400 employees across British Columbia, Alberta and Ontario, as well as in markets and distribution hubs world-wide. Established in 1928, De Havilland Canada has a rich history marked by the development of some of the most iconic and versatile aircraft ever built. These aircraft have served a variety of roles—from bush flying to commercial aviation—and are celebrated for their rugged durability, operational versatility, and excellence in performance. Over the decades, De Havilland Canada has evolved to meet the changing needs of the aviation industry. Today, we are more than just an aircraft manufacturer; we are a comprehensive aerospace company with capabilities that span design, production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated to upholding the highest standards of craftsmanship and innovation. About De Havilland Aircraft Of Canada De Havilland Aircraft of Canada Limited (DHC) is one of Canada's most recognized aerospace companies, with a proud legacy of designing and manufacturing world-class aircraft since 1928. Headquartered in Calgary, Alberta, DHC employs approximately 2,400 people across British Columbia, Alberta, Ontario, and international markets. For nearly a century, we've built aircraft renowned for their durability, versatility, and performance, connecting communities and supporting commercial, regional, and remote operations around the world. Today, DHC is a full-service aerospace company providing aircraft design, manufacturing, maintenance, repair, and overhaul (MRO), supported by a team dedicated to quality, innovation, and excellence. Are you ready to help build the future of Canadian aviation? If you take pride in precision craftsmanship and want to see your work take flight around the world, join De Havilland Canada. Your skills will help build world-class aircraft, including products like the Canadair 515 waterbomber, supporting missions that protect lives, strengthen communities, and safeguard natural landscapes around the world. Profile The IT Service Center Analyst is the front facing representative for De Havilland of Canada IT, participating in the daily activities related to operations and delivery of IT Services. The critical influence of this role is in ensuring the timely response and resolution to user requests, as well as responding to single and multiple users’ incidents with the appropriate level of urgency and care. Core Responsibilities: Provides the first level technical support Fleet business users through our primary methods of contact (Phones, Self Serve, Deskside support) Manages workload in accordance with defined KPI and SLA measurements Execute Access Management activities (Account MACD) Build and revise process workflows based on changing needs of the environment and services offered by IT Be the central point of coordination for Resolution of complex end user issues. Works closely with internal IT partners at De Havilland in “Transition to Operations” guidance and core content requirements for Service Desk support Must be innovative in identifying means to improve IT service quality within established boundaries. Characteristics for Successful Performance: Builds and cultivates mutually beneficial relationships with team members and leaders, building strong external networks with people in the industry or profession. Creates an environment encouraging the open exchange of information and viewpoints. Applies self-management techniques to include: acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently. Ability to quickly comprehend the functions and capabilities of new technologies Strong oral and written communication/presentation skills, effectively communicating technical issues. Strong problem solving and troubleshooting skills Ability to work independently, or as part of a team Required Professional Qualifications and Education: Bachelor’s degree in computer science, engineering, business or another relevant field combination of education and real-world experience Typically, has 2 - 5 years of IT work experience in various user facing roles 5 years of experience working in a Service Desk including support for desktop support, customer service and/or production support in multi-platform environments. Microsoft Office and O365 Apple & Android product management Windows 11 image management MS Teams Active Director Citrix and VM configuration Proficient troubleshooting VPN technologies In-Tune & SCCM MS Teams Meeting room & AV technology Previous experience in developing knowledge base articles, quick reference guides and self-help content for users. Why Join De Havilland Canada? At DHC, you'll do more than build aircraft—you'll help connect people, strengthen communities, and shape the future of aviation. Join a collaborative team that has manufactured more than 5,600 aircraft, including some of the world's most respected turboprop platforms. Our modern manufacturing facilities provide opportunities to learn, grow, and build a rewarding career alongside talented professionals who are passionate about aerospace. What We Offer Competitive compensation Paid vacation Comprehensive health, dental, vision, and paramedical benefits Life insurance RRSP/DPSP retirement savings program Employee & Family Assistance Program (EFAP) Ongoing learning, development, and career growth opportunities Our Commitment At De Havilland Canada, the safety of our employees, customers, and communities is our highest priority. We are committed to maintaining a safe, inclusive, and respectful workplace where everyone has the opportunity to succeed. Employees are expected to follow all Health & Safety policies, use required personal protective equipment (PPE), and be able to safely perform the physical requirements of their role. As an equal opportunity employer, we welcome applications from all qualified candidates and provide accommodations throughout the recruitment process upon request. Employment offers are conditional upon the successful completion of applicable background checks, which may include verification of work eligibility, employment history, education, professional references, and criminal record checks where required. Why work at De Havilland? De Havilland Canada is a Canadian-owned and operated aircraft manufacturer dedicated to providing rewarding opportunities in a diverse and welcoming workplace. Work with a team that makes a true difference in the world-making it possible for people to travel around the globe efficiently, comfortably and safely. We’ve manufactured over 5,600 aircraft including the most advanced turboprop in the air today. Our experience and expertise in constructing the highest performing aircraft in the industry is second to none. Our state-of-the-art manufacturing facilities are dynamic workplaces led by teams that support and encourage all employees. With a passionate team of innovators and a global network of support, De Havilland Canada proudly carries on it’s tradition as a leader in aerospace. In addition to plenty of opportunities for career growth in a stimulating work environment, De Havilland Canada offers: Competitive wages Paid vacation Extended health benefits (medical, dental, vision, paramedical) Life insurance RRSP/DPSP Plan Employee and family assistance program At De Havilland Aircraft of Canada (DHC), we are committed to protecting our people, customers, shareholders and the public through Health & Safety Excellence. As such, it is expected that all employees maintain strict adherence to Health & Safety Policies and to perform key physical tasks of the position described in the job description and interview process. This may include but is not limited to the ability to work in a variety of environmental conditions including temperature extremes, confined spaces, working at heights and with or around chemicals. Employees are expected to adhere to the use of personal protective equipment (PPE) when at work which must include but is not limited to the ability to maintain a positive fit test when mask use is required. At De Havilland Canada, we aim to be inclusive and diverse and provide equal opportunity for employment. All qualified applicants, regardless of gender, age, race, religion, sexual orientation, and disability, are encouraged to apply. De Havilland will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative. Information relating to the need for accommodation and accommodation measures will be addressed confidentially. Any offer of employment is conditional on the completion of positive and satisfactory background checks, which may include, proof that you are legally entitled to work in Canada, professional references, verification of employment history, verification of educational background and criminal background checks.

The IT Service Centre Analyst provides first-level technical support to business users via phone, self-serve, and deskside assistance. The role involves managing access requests, resolving complex end-user issues, and improving IT service quality through process workflow revisions.

Candidates should have a bachelor's degree in a relevant field and 2-5 years of IT experience, specifically including 5 years in a Service Desk environment. Proficiency in Microsoft 365, Windows 11, Active Directory, and various virtualization and deployment tools is required.

• Paid Vacation • Comprehensive Health Insurance • Dental Insurance • Vision Insurance • Paramedical Benefits • Life Insurance • RRSP/DPSP Retirement Savings Program • Employee & Family Assistance Program (EFAP) • Ongoing Learning and Development Opportunities

• Problem solvingPreferred
• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• First Level Technical Support
• Access Management
• KPI and SLA Management
• Windows 11 Image Management
• Microsoft Office 365
• Active Directory
• Citrix
• VM Configuration
• VPN Troubleshooting
• Intune
• SCCM
• MS Teams
• AV Technology
• Knowledge Base Development
• Problem Solving
• Customer Service

• Technology
• Customer Service & Support
• Manufacturing
• Transportation
• Engineering

Minimum education

Bachelor’s degree

Minimum experience

2+ years

Apply by

Sep 10, 2026

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level