Hybrid Service Desk Analyst — Grow in IT Support

Northbridge Financial Corporation; Vancouver; Hybrid; CAD 62,000 - 92,000; Full time

Benefits offered by this job

Flexible hybrid work model

Employee share purchase plan

Pension plans

RRSP

Staff insurance discounts

Wellness programs

Educational assistance

Job summary

Northbridge Financial is seeking a Service Desk Analyst to provide frontline user support for desktop hardware/software and applications. The role includes responding to inquiries, diagnosing issues, deploying end-user devices, and assisting onboarding/offboarding while maintaining strong customer relationships.

The position emphasizes bilingual capabilities (English/French), Windows environment support, and experience withServiceNow, Jira Service Management, Zendesk, or Remedy.

Qualifications

• Post secondary education in related field and/or equivalent combination of education and experience.
• 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

• Responding to and resolving Level 1 support requests.
• Logging, tracking, and updating incidents through the ticketing system.
• Troubleshooting hardware, software, and network issues.
• Configuring and deploying end-user devices.
• Supporting onboarding and offboarding processes.
• Escalating complex issues to specialized teams.
• Maintaining documentation and knowledge base articles.
• Developing and maintaining strong working relationships with customers and team members.
• Strong customer-focused approach.

Skills

Customer-focused

Strong communication

Team-oriented

Problem solving

Education

Post-secondary education in related field

Tools

ServiceNow

Jira Service Management

Zendesk

Remedy

Job description

Northbridge Financial is seeking a Service Desk Analyst to provide frontline user support for desktop hardware/software and applications. The role includes responding to inquiries, diagnosing issues, deploying end-user devices, and assisting onboarding/offboarding while maintaining strong customer relationships.

The position emphasizes bilingual capabilities (English/French), Windows environment support, and experience withServiceNow, Jira Service Management, Zendesk, or Remedy.