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.