Hybrid Service Desk Analyst – Frontline IT Support

Kibbi Technologies Inc.; Vancouver; Hybrid; CAD 62,000 - 92,000; Full time

Benefits offered by this job

Hybrid work model

Salary transparency

Employee benefits

Job summary

Northbridge Financial is seeking a Service Desk Analyst to deliver frontline user support for desktop hardware/software and applications across business units. The role includes logging incidents, diagnosing issues, deploying devices, and supporting onboarding/offboarding while maintaining strong customer relationships.

Candidates typically have 1-3 years in IT helpdesk or desktop support, with Windows experience and familiarity with ServiceNow, Jira, Zendesk, or Remedy.

Qualifications

• 1-3 years of IT helpdesk, desktop support, or technical support experience.
• Experience supporting Windows environments.
• Experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Remedy.
• Relevant certifications are an asset: CompTIA A+, ITIL Foundation, Microsoft Certified Fundamentals, HDI Support Center Analyst
• Fluently bilingual English/French is an asset (and a requirement in Quebec).

Responsibilities

• Respond to and resolve Level 1 support requests.
• Log, track, and update incidents through the ticketing system.
• Troubleshoot hardware, software, and network issues.
• Configure and deploy end-user devices.
• Support onboarding and offboarding processes.
• Escalate complex issues to specialized teams.
• Maintain documentation and knowledge base articles.
• Develop and maintain strong working relationships with customers and team members.

Skills

Windows support

IT Helpdesk

Ticketing systems

IT certifications

Bilingual EN/FR

Education

Post-secondary IT education

Tools

ServiceNow

Jira Service Management

Zendesk

Remedy

Job description

Northbridge Financial is seeking a Service Desk Analyst to deliver frontline user support for desktop hardware/software and applications across business units. The role includes logging incidents, diagnosing issues, deploying devices, and supporting onboarding/offboarding while maintaining strong customer relationships.

Candidates typically have 1-3 years in IT helpdesk or desktop support, with Windows experience and familiarity with ServiceNow, Jira, Zendesk, or Remedy.