Id : 61689
Category : Information Technology
Location/City : AB – Calgary
Region : Calgary Area
Job Type : Permanent
Recruiter Name : Maxine Smith

Please submit your resume in Word format directly to Maxine Smith via email at

Great permanent opportunity for a Service Desk Analyst!

The Opportunity

Our client, located in downtown Calgary, is hiring a Service Desk Analyst. The Service Desk Analyst will provide front line technical and service request support.

Key Account Responsibilities and Functions

  • Logging incidents and service requests using AutoTask and Five9.
  • Tier 1-1.5 immediate and long term incident resolution through the use of troubleshooting activities.
  • Transfer unresolved incidents to Tier 2 analyst.
  • SLO Monitoring using AutoTask; receiving notifications, or manually reviewing incidents for Service Level breach.
  • Review incidents to ensure that they are appropriately documents, categorized, and that the end user verification of resolution has occurred.
  • Provide proactive information to users who have logged incidents and requests.
  • Completion and closure of service requests.
  • Shift work is required and ranged from 4am-1pm, 8am-5pm, and 10am-7pm.
  • Rotation of Service Desk and various clients’ sites will be required.

Required Skills and Qualifications

  • 2-4 years of experience in a Help Desk/Service Desk role.
  • Excellent communication skills, both written and verbal.
  • Team oriented.
  • Strong customer service skills.
  • Excellent work ethic.
  • Problem solver with the ability to prioritize and coordinate between tasks.
  • Willingness to learn and adaptable to new technologies.
  • Flexible with shift work.
  • Experience utilizing an Incident Management System to respond, prioritize, and resolve requests.
  • Experience in supporting Microsoft Office and Windows operating systems.

Compensation and Benefits

  • $48,000 to $50,000 per annum
  • Two weeks vacation
  • One sick day per month
  • An comprehensive benefits package will be offered

Please quote Job Reference # 61689

Please submit your resume in Word format directly to Maxine Smith via email at

Individuals interested in this employment opportunity must obtain the necessary approvals from the Government of Canada – Citizenship and Immigration department, prior to applying for this position. In accordance with the Canadian Immigration laws, priority will be given to Canadian citizens and permanent residents of Canada for employment opportunities. Detailed information can be obtained from

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