Top Benefits
About the role
**Service Desk Analyst
Location: Edmonton, Alberta
Opportunity at Microserve** Position Overview Microserve is seeking a Service Desk Analyst to join our team in Edmonton (and surrounding areas). 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
About Us Microserve is a leading provider of technology solutions for public and private sector clients across Western Canada. With our headquarters in Burnaby, BC, and offices in Victoria, Calgary, and Edmonton, we employ over 450 team members and are recognized as one of the region’s largest and most innovative technology solutions partners.
About Microserve
Microserve is an IT solutions company rooted in a philosophy of long-term partnerships and continuous innovation. Our outstanding team has delivered IT solutions to clients across BC and Alberta for over 35 years. Based in Burnaby BC, Microserve also holds branches in Victoria, Edmonton, and Calgary in addition to service networks across both provinces.
Since 1987 businesses have trusted Microserve for extensive experience and expertise in providing IT solutions across BC and Alberta, a commitment to excellence in all of our service offerings ensuring only the highest level of quality and client satisfaction, and a focus on relationships and dedication to supporting the long-term best interests of our clients. We are committed to excellence in everything that we do. This commitment to maintaining a high level of expertise in the constantly changing IT industry and to developing long-term relationships has allowed us to establish and maintain a strong market position as one of the largest independent IT solution providers in Western Canada.
We provide services in: Managed Services, IT Security Services, Modern Workplace, Data Centre, Backup & Disaster Recovery, Audio Visual Solutions, Cloud Services, IT Staffing, Projects & IT Consulting, IT Procurement, End User Computing, Managed Print Services
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Top Benefits
About the role
**Service Desk Analyst
Location: Edmonton, Alberta
Opportunity at Microserve** Position Overview Microserve is seeking a Service Desk Analyst to join our team in Edmonton (and surrounding areas). 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
About Us Microserve is a leading provider of technology solutions for public and private sector clients across Western Canada. With our headquarters in Burnaby, BC, and offices in Victoria, Calgary, and Edmonton, we employ over 450 team members and are recognized as one of the region’s largest and most innovative technology solutions partners.
About Microserve
Microserve is an IT solutions company rooted in a philosophy of long-term partnerships and continuous innovation. Our outstanding team has delivered IT solutions to clients across BC and Alberta for over 35 years. Based in Burnaby BC, Microserve also holds branches in Victoria, Edmonton, and Calgary in addition to service networks across both provinces.
Since 1987 businesses have trusted Microserve for extensive experience and expertise in providing IT solutions across BC and Alberta, a commitment to excellence in all of our service offerings ensuring only the highest level of quality and client satisfaction, and a focus on relationships and dedication to supporting the long-term best interests of our clients. We are committed to excellence in everything that we do. This commitment to maintaining a high level of expertise in the constantly changing IT industry and to developing long-term relationships has allowed us to establish and maintain a strong market position as one of the largest independent IT solution providers in Western Canada.
We provide services in: Managed Services, IT Security Services, Modern Workplace, Data Centre, Backup & Disaster Recovery, Audio Visual Solutions, Cloud Services, IT Staffing, Projects & IT Consulting, IT Procurement, End User Computing, Managed Print Services