Service Desk Analyst (ID#4503)

Calgary, AB Time

We are seeking a Service Desk Analyst to help our client provide first-level technical support to end-users. This role involves troubleshooting hardware and software issues, resolving user problems, and ensuring customer satisfaction through effective communication and resolution.

Responsibilities:

  • Receive, log, and manage calls from end-users via telephone, email, and ticketing system.
  • Prioritize and escalate incidents according to operational impact and urgency.
  • Provide first-level support for hardware, software, and network issues.
  • Troubleshoot and resolve technical problems related to desktops, laptops, printers, mobile devices, and other peripherals.
  • Assist with password resets and account unlocks.
  • Handle service requests such as software installations, configuration changes, and access management.
  • Maintain clear, accurate, and timely communication with end-users regarding the status of their issues and requests.
  • Provide excellent customer service and maintain a professional demeanor at all times.
  • Document all troubleshooting steps and resolutions in the ticketing system.
  • Create and update knowledge base articles for common issues and resolutions.
  • Work closely with other IT teams (e.g., network, systems, and applications) to escalate and resolve complex issues.
  • Participate in team meetings and contribute to process improvement initiatives.
  • Monitor system performance and alerts, taking appropriate action to resolve or escalate issues as necessary.
  • Ensure that IT assets are properly accounted for and maintained.

Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  • 2+ years of experience in a technical support or help desk role.
  • Experience with ticketing systems (e.g., ServiceNow, JIRA, or similar).
  • Strong troubleshooting and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Proficiency in Windows and macOS operating systems.
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
  • Familiarity with remote support tools and techniques.
  • ITIL Foundation certification is preferred.
  • CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar certifications are a plus.

If you have this expertise, and are able to work in Canada, please submit your resume. While we thank all candidates in advance for their application, only those candidates who are shortlisted will be contacted.

ID#4503