Service Desk Analyst

Position Overview 
Microserve is seeking a Service Desk Analyst to join our team in Burnaby, BC. If you’re passionate about IT, enjoy solving problems, and want to contribute to a major technology provider in Western Canada, this role is a great fit. 

As a Service Desk Analyst, you will provide first-level technical support for both external clients and internal teams via phone, email, and in-person assistance. You’ll troubleshoot IT equipment and application issues, respond to user inquiries, and help ensure users can effectively access the tools they need. 

The ideal candidate brings strong analytical and troubleshooting skills, can manage both simple and complex technical issues, and is comfortable balancing customer service, problem-solving, and collaboration. This role also includes various administrative tasks and requires strong communication skills. 

Key Responsibilities 

• Provide Tier 1 and limited Tier 2 support for end-user computing issues 

• Act as the first point of contact for support requests via phone, web portal, chat, and email 

• Troubleshoot technical problems, determine impact and priority, and escalate when necessary 

• Use remote tools and diagnostic utilities to assist with issue resolution 

• Research solutions using internal and external knowledge bases 

• Set up, deploy, and troubleshoot PCs, peripherals, and printers 

• Log and manage hardware/software service requests through completion 

• Clearly communicate technical information to both technical and non-technical users 

• Document incidents, decisions, and actions taken through final resolution 

• Monitor assigned tickets and respond in a timely manner 

• Prioritize incidents and requests according to defined SLAs 

• Collaborate with other IT team members to resolve issues and improve services 

• Ensure customer satisfaction through continuous follow-up 

• Support IT business needs for projects and special requests 

• Contribute to the technician knowledge base 

• Assist with peer training for new team members when required 

Qualifications and Requirements 

• Minimum 1 year of experience in an IT helpdesk environment or similar co-op role 

• Experience with Active Directory 

• Microsoft Office 365 administration experience 

• IT-related diploma (or equivalent) preferred 

• Microsoft certifications such as MD-102, MS-900 and AZ-900 or other third-party certifications such as: CompTIA A+, CompTIA Net+, ITIL v4 are considered assets.   

• Strong technical troubleshooting skills 

• Experience in a fast-paced, customer service–focused environment 

• Excellent written and verbal communication skills 

• Ability to multitask effectively 

• Valid driver's license and reliable vehicle  

• On-site presence required at least once per week at designated client or office locations 

• Flexibility to cover extra on-site visits according to business needs 

• Comfortable working in a hybrid model with both remote and on-site responsibilities 

What do you get?

• Time-off policies that promote work/life balance    

• Paid time off    

• Extended Medical and Dental plan from day one    

• Amazing employee discounts with over 100+ companies (for example: cell phone plans, computer equipment, insurance, groceries, etc.)    

• Fun Wellness & Engagement Activities – Such as chocolate making, exit rooms, staff holiday parties, to name a few  

• Community Involvement – We care about giving back to our communities and plan for volunteering events at least once per quarter    

• Career advancement opportunities     

• Hybrid working environment for specific roles    

• Ongoing learning and development opportunities    

• Professional development & Training reimbursement support     

• Dog friendly offices    

Compensation: In accordance with the BC Pay Transparency Act the range for this role for BC residents is $50,000.00-$60,000.00 annually. Please note the exact salary is determined based on a combination of your relevant experience, skill, competencies, and internal pay equity. If you feel like this role is your dream job and have questions about compensation and benefits, please get in touch with us as we are always happy to discuss further. At Microserve we believe that compensation conversations should always be ongoing. 

Microserve is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify the Recruiter. 

Corporate Responsibility

Employee will understand, meet, and live our core values

We Sweep Floors, Openness, Flexibility, Not Stuffy, Customer Driven

About Us

Microserve is an industry leading provider of IT services and solutions to Canadian organizations. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members, and we’re one of the largest technology solutions providers in Canada. Our 30+ years of continued success and growth stem from our commitment to long term client relationships, adaptability to continuous changes in the IT industry, and our amazing people.