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Service Desk Analyst, Tier 1

Burnaby, BC
Full Time
4 days ago

About Us:

At Microserve, we're an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 250 staff, and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.

To find out more about Microserve, click here.

Position Overview:

As a Service Desk Analyst, Tier 1, you will be responsible for providing excellent customer service and technical support to our clients and employees. You will work with the Managed Services team on resolving issues remotely and on-site where needed, and report to the Service Desk Team Lead. 


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

  • Setup, deploy and troubleshoot PC's, peripherals and printers 

  • Log incoming Hardware/Software service requests into our service management system and manage tickets through successful completion 

  • Monitor helpdesk tickets assigned and respond to issues identified by the end-users in a timely manner 

  • Work with other IT team members as appropriate to resolve technical problems and make improvements 

  • Continuous call monitoring and follow up with client and staff – no call is completed until the client is 100% satisfied 

  • Provide IT business and application support services for projects and special requests 

Qualifications and Education Requirements: 

  • Diploma in IT from recognized college or university or equivalent is strongly desirable  

  • Technical computer knowledge & troubleshooting skills is a must 

  • Demonstrated professional experience in a fast paced, customer service oriented role 

  • Excellent verbal and written communication 

  • Must have the ability to multitask 

Customer Service and Support Information Technology