Service Desk Analyst
- Vancouver, BC, Canada
Hybrid
Contract
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Job details
- Job type
- Contract
- Workplace
- Hybrid
- Apply by
- Posting language
- English
- Posted
Original job description
TEEMA Group is hiring two Service Desk Analysts for one of BC’s largest public-sector transportation organizations, through a well-established IT services firm. It’s a chance to support a large enterprise environment that keeps the region moving.
At a glance
- Location: Hybrid, New Westminster - 2–3 days on-site per week
- Contract: 3 months, with possible extension
- Start date: November 9, 2026
- Hours: 37.5 per week
What you’ll do
- Provide first-level technical support and customer service to enterprise users within set SLAs, resolving issues on first contact wherever possible
- Log, prioritize, diagnose and resolve incidents and service requests in an ITSM tool, escalating when needed
- Handle account administration and access management: review access forms, confirm approvals, and set up user and shared network accounts
- Keep customers updated on open tickets and on scheduled and unscheduled system outages
- Spot recurring incidents through trend analysis and recommend improvements
- Maintain and improve knowledge articles and support documentation
- Take part in an after-hours on-call rotation
What we’re looking for
- Experience in a service desk or IT support role in an enterprise or networked environment
- Hands-on experience with an ITSM ticketing tool (e.g., ServiceNow, Cherwell, Ivanti)
- Experience with user account and access administration (e.g., Active Directory)
- Strong customer service and communication skills, with the ability to explain technical issues clearly
- Comfortable handling changing priorities and working to SLAs
- Available to start November 9 and to be on-site in New Westminster 2–3 days a week
More about this job
Responsibilities
Provide first-level technical support to enterprise users, managing incidents and service requests through an ITSM tool and resolving issues within established SLAs. Administer user access, communicate ticket and outage updates, identify recurring issues, maintain support documentation, and participate in an after-hours on-call rotation.
Requirements
Candidates should have service desk or IT support experience in an enterprise or networked environment, hands-on experience with an ITSM ticketing tool, and experience administering user accounts and access. Strong customer service and communication skills, flexibility with changing priorities, and availability for the stated start date and hybrid schedule are required.
Skills
- First-Level Technical Support
- Customer Service
- ITSM Ticketing
- Incident Management
- Service Request Management
- Incident Diagnosis and Resolution
- SLA Management
- Account Administration
- Access Management
- Active Directory
- Network Account Setup
- Trend Analysis
- Knowledge Article Maintenance
- Technical Communication
- Prioritization
- On-Call Support
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Government & Public Sector
- Transportation
Keywords
- Service Desk
- IT Support
- Enterprise Environment
- Networked Environment
- ITSM
- ServiceNow
- Cherwell
- Ivanti
- Incident Management
- Service Requests
- SLAs
- Active Directory
- Account Administration
- Access Management
- Network Accounts
- Trend Analysis
- Knowledge Articles
- Support Documentation
- System Outages
- On-Call Rotation
- First-Level Support