IS Analyst - Service Desk

Focus Systems Inc.; Saskatoon; On-site; CAD 48,000 - 72,000; Part time

Job summary

Focus Systems Inc. is seeking an experienced IS Analyst - Service Desk to provide responsive first-level IS support to internal users in a fast-paced food manufacturing environment.

The role requires triage, documentation, and timely resolution of incidents, while ensuring safe and compliant operations in production settings. The ideal candidate will have 1–3 years of service desk experience, strong Windows 10/11 and Microsoft 365 knowledge, and hands-on troubleshooting skills with

Qualifications

• 1–3 years of first-level IS support experience.
• Experience supporting Windows 10/11 and Microsoft 365.
• Hands-on troubleshooting with manufacturing-related software/hardware.
• Ability to work on-site in Saskatoon.

Responsibilities

• Provide high level customer service to internal office and plant users.
• Triage incidents, service requests, and inquiries.
• Log, refer, and follow up on all tickets using approved procedures.
• Coordinate with second- and third-level support teams to resolve incidents.
• Support production staff and operational technology in a safe, compliant plant environment.
• Respond to critical on-call issues that could halt production.
• Monitor service desk queues against targets.

Skills

Service desk support

Customer service

Troubleshooting

Windows 10/11

Microsoft 365

Tools

Windows 10/11

Microsoft 365

Active Directory

BMC Helix Smart IT

ITIL

Job description

Focus Systems is seeking an experienced IS Analyst - Service Desk to provide responsive first-level IS support to internal users in a fast-paced food manufacturing environment.

If you have strong service desk experience, a customer-first approach, and hands‑on troubleshooting skills across Windows, Microsoft 365, end‑user devices, and production‑related technology, this is an opportunity to help maintain efficient and safe operations while supporting business‑critical systems.

Contract Term: 4 months, with up to 1 - 3 year extensions

Work Arrangement: On‑site in Saskatoon

Role Overview

The IS Analyst, Service Desk, is responsible for providing effective IS support to internal clients while maintaining excellent customer service through the timely resolution, referral, and follow‑up of user‑reported incidents, requests, and inquiries.

The successful candidate will triage and document incoming tickets, resolve common hardware and software issues, monitor service desk queues against established targets, and coordinate with second- and third-level support teams. The role also works closely with production staff and requires care when supporting operational technology in a safety- and compliance-conscious plant environment.

Key Responsibilities

• Provide a consistently high level of customer service to internal office and plant users
• Triage incoming incidents, service requests, and user inquiries
• Log, address, refer, and follow up on all incidents and requests using approved procedures
• Collaborate with production staff to support efficient and safe operations in a fast‑paced environment
• Respond to critical on‑call issues that could halt production
• Support manufacturing‑related software, hardware, and operational technology systems
• Answer questions about product features and common hardware issues
• Provide users with solutions and timely ticket‑status updates
• Give Severity‑1 incidents the highest urgency and route them to the appropriate teams
• Monitor service desk queues and work toward predefined resolution targets
• Coordinate with second- and third-level support groups to facilitate incident and request resolution

Required Experience and Education

• 1–3 years of experience providing first‑level IS support in a structured environment
• Experience providing support to internal and external clients
• Experience supporting Windows 10/11 and Microsoft 365
• Hands‑on troubleshooting experience with manufacturing‑specific software and hardware
• Ability to work in Saskatoon

Required Skills and Knowledge

• Excellent verbal and written communication skills
• Strong analytical and problem‑resolution skills
• Ability to manage a high volume of daily tickets and competing priorities
• Ability to work effectively under pressure in a fast‑paced environment
• Strong multitasking skills and sound independent judgment
• Ability to work well independently and as part of a team
• Foundational understanding of food safety and regulatory compliance
• Ability to quickly diagnose and resolve technical issues in a critical production environment

Preferred Experience and Assets

• Windows 10/11 and Microsoft 365
• Active Directory
• Network and cybersecurity fundamentals
• Printers and printing, including label and multifunction devices
• Thin clients, RF scanners, and mobile devices
• Knowledge of IT best practices, including ITIL
• Experience with BMC Helix Smart IT
• Basic familiarity with food manufacturing processes, equipment, and operational technology

Application Deadline

Please complete your initial application by August 30 at 11:00 PM CST. Only candidates selected to proceed to the next stage will be contacted and invited to complete their application package.