Service Desk Analyst

Insight Global is seeking a Service Desk Analyst for a hybrid 3-day-a-week on-site role in Edmonton, Alberta. The analyst will provide first-level technical support via phone, email, chat, and in-person, resolving hardware, software, and network issues. Responsibilities include incident tracking in ServiceNow, documentation, policy compliance, and collaboration with internal teams to enhance support quality. The team handles a high volume of account-related tasks, including password resets, account unlocks, and managing distribution groups and Exchange access.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Must Haves:

-1-3 years of experience in technical support or help desk role OR a Diploma or degree in Computer Science, Information Technology.
-Identity & Access Management experience through AAD, AD, Exchange, etc. preferable to only those with hardware support experience.
-Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.
-Customer relationship skills, demonstrated responsiveness, analytical thinking, problem solving, and planning skills are required.

- Demonstrated knowledge and experience with the ITIL framework.
- Fundamental knowledge of a Service Desk.
- Experience in providing support to business users and fellow employees.
- Experience with ServiceNow is an asset.
- Experience with remote support for PCs, laptops, mobile devices, printers, and network devices.
A+, ITIL Foundation, and Microsoft Certified: Modern Desktop Administrator Associate are all considered assets.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.