**Service Desk Analyst (Password Reset Support) (6 Month Contract)

Location: New Westminster, BC / Remote or Hybrid – to be confirmed

Staffing Placement Opportunity** About The Role Microserve is supporting a public sector client with a service desk capacity requirement tied to an upcoming system change. As part of this initiative, password reset requests will transition to being handled directly by the Service Desk.

We are seeking a Service Desk Analyst to support end users by handling password reset requests and providing frontline IT support. This is an excellent opportunity for a junior to intermediate service desk professional looking to gain experience in an enterprise IT environment.

Engagement Model

• Initial period (first 5–8 weeks):

• Fulltime hours, Monday to Friday (hypercare period)

• Post-hypercare:

• Work hours may transition to parttime or ad-hoc, depending on operational needs and call volumes

• Initial contract term: 6 months, with a strong likelihood of extension based on ongoing demand

Key Responsibilities

• Act as the first point of contact for end users requiring password resets
• Handle inbound service desk calls related to account and access issues
• Perform manual password resets using internal systems and tools
• Guide users clearly and professionally through the resolution process
• Log, track, and update tickets accurately in the ticketing system (e.g., ServiceNow)
• Collaborate with the broader Service Desk team to ensure smooth support coverage
• Potentially assist with additional service desk tasks as needs evolve

Required Skills & Experience

• Previous experience in an IT Service Desk, Help Desk, or Customer Support role
• Comfortable speaking with end users and providing phone based or remote support
• Experience working with ticketing systems (ServiceNow experience is an asset)
• Basic understanding of user account management and password reset processes
• Strong communication skills and a customer focused mindset
• Able to quickly learn internal tools and follow defined support procedures

Nice to Have

• Experience supporting users in a public sector or enterprise IT environment
• Exposure to ITIL based service desk operations
• Ability to adapt to changing schedules or workloads

Note; this is an opportunity with a Microserve client.