Job Description
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. <...