Intermediate Service Desk Analyst (Calgary)

Job Overview

We are seeking a dedicated and experienced Tier1 Intermediate Service Desk Analyst to join our team in Calgary, Canada. The role is full‑time and onsite.

Location: Calgary, Canada | Job Type: Full time, Onsite

Responsibilities

• Provide Tier1 phone support and manage tickets submitted via email and service catalogue.
• Provide technical support to end‑users via phone, email, and chat.
• Troubleshoot technical issues related to hardware, software, and network connectivity.
• Escalate issues to the appropriate teams when necessary.
• Document all support requests and resolutions in Freshservice or other ITSM tools.
• Provide excellent customer service to end‑users.
• Work independently and as part of a team to meet service level expectations.
• Update Tier1 knowledge articles as required.

Requirements

• 5 years of experience in a Tier1 service desk role.
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