Service Desk Analyst – Contract
New Westminster, BC | Hybrid – 2–3 days onsite per week
3-month contract with possibility of extension
37.5 hours per week
$30-36/hour T4 or $40-44/hour Incorporated
2 openings
We’re looking for Service Desk Analysts to provide first-level technical support and customer service within a large enterprise environment. This is a great opportunity for someone who enjoys troubleshooting, working directly with end users, and resolving technical issues while delivering a strong customer experience.
What You’ll Do
- Provide first-level technical support for end-user hardware, software, applications, network access and enterprise systems.
- Troubleshoot and resolve incidents and service requests within established SLAs.
- Diagnose issues and aim for first-contact resolution using available tools, automation and knowledge resources.
- Create, update, prioritize and close tickets using an ITSM platform.
- Escalate complex technical issues through established support channels.
- Provide users with status updates and follow through to ensure issues are successfully resolved.
- Support user account administration and access management, including account creation, group access and authorization requests.
- Assist users with applications, software and general technical questions.
- Maintain and improve technical documentation, knowledge articles and support procedures.
- Identify recurring issues and recommend opportunities for process improvement and automation.
- Communicate planned and unplanned system outages to users.
- Participate in scheduled after-hours/on-call support as required.
What We’re Looking For
- Previous experience in a Service Desk, Help Desk, IT Support or Technical Support role.
- Strong troubleshooting skills across hardware, software, applications, user accounts and connectivity.
- Experience working with an ITSM/ticketing system and managing incidents and service requests.
- Experience with account administration and access management.
- Understanding of incident escalation, SLAs and IT service-management processes.
