Service Desk Analyst

Socket.dev; Vancouver; Hybrid; CAD 52,000 - 68,000; Full time

Benefits offered by this job

Flexible hybrid model

Employee share purchase plan

Pension plans

RRSP

Insurance discounts

Education assistance

Leadership training & mentoring

Volunteer days

Job summary

Northbridge Financial is seeking a Service Desk Analyst to provide day-to-day front-line user support for desk hardware/software and applications. You will diagnose and resolve Level 1 issues, log and track incidents, and escalate complex problems to specialized teams while maintaining clear documentation.

The role emphasizes strong customer service, collaboration, and ongoing learning through education assistance, with a flexible hybrid model allowing remote work up to two days weekly.

Qualifications

• Post-secondary education or equivalent experience in a related field.
• 1–3 years of IT helpdesk, desktop support, or technical support experience.
• Experience supporting Windows environments.
• Experience with ticketing systems (ServiceNow, Jira Service Management, Zendesk, Remedy).
• Relevant certifications such as CompTIA A+, ITIL Foundation, MS Fundamentals are assets.
• Bilingual English/French is an asset and a Quebec requirement.

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

Level 1 support

Incident tracking

Troubleshooting

End-user devices

Onboarding/offboarding

Escalation

Documentation

Customer relationship

Customer-focused

Education

Post-secondary education in related field

Tools

ServiceNow

Jira Service Management

Zendesk

Remedy

Job description

What it’s like to be a Northbridge Service Desk Analyst

The Service Desk Analyst is responsible for assisting in providing day to day front-line user support and diagnostics for routine desktop hardware/software concerns and application questions for assigned business units and/or client groups. They provide timely and effective service and support to assigned business units and/or client groups.

The Service Desk Analyst will respond to general queries for a wide variety of technologies (hardware and software) and general application questions as well as assisting in diagnosing and repairing malfunctioning equipment, carrying out regularly scheduled activities and investigating and recommending changes or upgrades to hardware/software/applications as required.

We want your talent

If you are great at:

• Responding to and resolving Level 1 support requests.
• Loging, tracking, and updating incidents through the ticketing system.
• Troubleshooting hardware, software, and network issus.
• 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.

If you have:

• 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).

We really mean it when we say we put you first. Here are a few ways how:

• We have a flexible hybrid model that allows you to work from home up to 2 days per week, with added flexibility for when you really need it.
• We offer competitive salaries and support your financial health through our employee share purchase plan, pension plans, RRSP, discounts on staff insurance, and more!
• We help you prioritize your well-being from day one through flexible health benefits, early leave days, wellness programs, rewards, and recognition programs.
• We are invested in helping you grow in your career through education assistance to complete your CIP, FCIP, CRM or other courses desired, internal mobility, Leadership training and mentoring programs.
• NBFC cares about the community and supports the causes you believe in with donation matching and team volunteer days.

#LI-TS1

Who we are:

We’re Northbridge Financial. We’re proud to be 100% Canadian and owned by Fairfax Financial. We serve through our Northbridge Insurance and Federated Insurance brands. We have a reputation for being one of Canada’s leading commercial property and casualty insurance company. Our employees are dedicated to understanding the needs of our customers and we go above and beyond to help Canadian businesses have a safer and brighter future. We’re a company of passionate people who put people first. Do you want to join a team that believes in working hard – and having fun at work – all while making a difference?Look no further than Northbridge.

At Northbridge Financial we embrace and celebrate you and are committed to creating an inclusive workplace for all! No matter who you are or what makes you unique, we welcome you. Please let us know how we can assist or accommodate you during the selection process.