Service Desk Analyst

Service Desk Analyst

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Edmonton, Alberta

Information Technology




Join a top employer and advance your career. Our client, a leader in their field, has partnered with Aplin to hire a Service Desk Analyst to provide additional coverage on the team for a duration of 3 months. This 3-month full-time contract opportunity is open to candidates in the Edmonton area.

  • Provide first-level contact and problem resolution for all users with hardware, software, and applications incidents
  • Resolve as many user-reported incidents as expertise permits using available tools and following procedures and policies for the handling of support cases
  • Fulfill service requests pertaining to access management, software, mobile devices, etc
  • Act as a liaison between customers and internal support staff to assure accurate incident interpretation while maintaining communication with customers during the problem resolution process
  • Professionally respond and record all telephone calls, emails, and personnel request for technical support and track/monitor open issues to ensure service level standards are met
  • Expected duties may include but are not limited to writing knowledge database documents, service desk work around procedures, and updating the system within information on new installs, updates, and contact information
  • Provide system training to support teams on incident ticket resolution and end-user training on the self-service portal
  • Participate with Information Services support teams on daily operational support (reports, account creation, security reviews, etc.)
  • As required, contact Business Managers to gather information required for service fulfillment and submit the service request on their behalf
  • Problem solving skills with the ability to communicate the problem and resolution to business customers and management
  • Ensure the delivery of optimal results against appropriate performance metrics
  • Ensure optimal deliverables through effective cross-functional accountability and authority practices (when relevant) within Manager’s context and prescribed limits
  • 3 years’ experience in a technical support environment
  • 2-year Technical Diploma in computer systems
  • Good working knowledge of Microsoft Windows, Microsoft Office, Office 365, and basic Active Directory, server, and networking
  • Experience with remote support for PCs/laptops, mobile devices, printers, and network devices
  • Experience within Information Services environment would be considered an asset
  • Experience within Service Desk environment would be considered an asset
  • Experience within the Power Generation industry would be an asset
  • A+, MCSE or MCP designation are an asset
  • Experience in Java Script is an asset
  • Experience with ServiceNow is an asset

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