Service Desk Analyst

Job Title: Service Desk Analyst

Location: Edmonton, AB

Estimated Duration: Fulltime

Role Summary
The Service Desk Support Analyst – Tier Two will provide advanced technical support to our customers, ensuring the smooth operation of their IT systems. This role requires a high level of technical expertise and excellent customer service skills, with a primary focus on in-person customer collaboration.
Responsibilities

• Offer second-level support for incoming service requests and incidents, and address escalated technical issues from the Service Desk.
• Offer in-person and remote support to end-users, ensuring prompt and efficient resolution of issues.
• Troubleshoot and resolve issues related to Microsoft Office 365, Microsoft Azure, Microsoft Intune, Microsoft Windows Server, and Active Directory.
• Assist with network technologies, including configuration, troubleshooting, and maintenance.
• Collaborate with other IT teams to identify and resolve complex technical issues.
• Maintain detailed documentation of support activities and resolutions in the Service Desk system.
• Provide training and guidance to end-users on the use of IT systems and applications.
• Participate in the development and implementation of IT policies and procedures.
• Ensure compliance with security protocols and company policies.
• Assist with IT projects as required.

Requirements

• Proven experience in a tier two service desk support role.
• Strong working knowledge of Microsoft Office 365, Microsoft Azure, Microsoft Intune, Microsoft Windows Server, and Active Directory.
• Familiarity with network technologies and troubleshooting.
• Excellent customer service skills, with a focus on in-person customer collaboration.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Excellent problem-solving and communication skills.
• Experience with ITSM, PSA, and RMM tools are a plus.
• Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals, CompTIA Network+, etc.) are a plus.

Preferred Qualifications

• College diploma in IT, Computer Science, or a related field
• Previous experience in a customer-facing IT support role
• Experience with ITIL practices and frameworks.