Service Desk Analyst (Summer Student)

Servus Credit Union; Calgary; On-site; CAD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Service Desk Analyst (Summer Student) to join their Data & Infrastructure Department. In this role, you will support end users by providing technical assistance and managing user access. This position offers an opportunity to learn and grow within a collaborative team environment, contributing to service quality and user administration. If you have a passion for technology and customer service, this role is perfect for you. Join a company that values community and teamwork, and help make a difference for its members while gaining valuable experience in the IT field.

Qualifications

• Strong customer service and technical skills are essential.
• Knowledge of Windows OS and Microsoft applications is required.

Responsibilities

• Provide Tier I support for technical and non-technical inquiries.
• Manage user administration and access permissions.

Skills

Customer Service Skills

Technical Support

Communication Skills

Problem Solving

Windows Operating Systems

Microsoft Office Suite

Education

Grade 12 education

Currently enrolled in post-secondary IT education

Tools

Adaxes

MRM

Job description

Posting Closes: April 29, 2025

Employment Status: Full-time, Temporary (until August 29, 2025)

Servus is growing! We are looking for a Service Desk Analyst (Summer Student) in our Data & Infrastructure Department.

Servus Credit Union is Alberta's largest member-owned credit union, known for building strong, resilient communities by helping our members feel good about their money. One of Canada's Best Managed Companies for 20 consecutive years and ranked as one of the top banks in Canada on Forbes World's Best Banks list for two years in a row, we are a team of smart, gutsy, and driven individuals.

Everyone is a Leader at Servus within Information Services (IS). The Service Desk Summer Student is in the Information Services Department. As such, the incumbent is responsible for interacting with all levels of the organization and serves a key role within the organization to leverage IS Services to meet Business needs and objectives. You will work to support all end users' ad hoc requests so they can maintain a consistent level of delivery to Servus members. Serving as the single point of contact (SPOC) for internal technical or business inquiries, providing coordination, analysis, and recommendations towards possible solutions.

Provide organization support including cleanups to maintain the integrity of information, providing guidance and advice on standard software applications. You will be responsible for providing user administration and access permissions as requested within defined scope.

The developmental nature of this position requires close supervision; collaborating with a senior analyst to learn Service Desk procedures.

More specifically, the scope of your responsibilities will include, but are not limited to:

User Administration:

• Manage access to internal/3rd party applications, sites, or groups ensuring adherence to internal policies.
• Maintain the integrity of user administration, reviewing users on a regular basis and providing ID and/or password resets as necessary.
• Contribute to the audit of user administration as defined by internal process and procedure.

Service Quality:

• Support a high level of service delivery.
• Contribute to the development and increase in capability of service quality.

Content Management:

• Knowledge of Service Level Management process and procedures.
• Contribute to the coordination and execution of minor initiatives and cleanups.

Support and Maintenance:

• Provide Tier I support to employees through a SPOC for technical and non-technical inquiries.
• Determine when to escalate issues and prepare tasks for technical and business issues under the direction and with consultation of a senior resource.
• User administration and access as required including:
• User setup, administration, and maintenance for the banking system, Adaxes, MRM, and other software applications.
• User assistance and preliminary analysis of network, hardware, and software issues.
• Temporary branch staff move support.

Communication and Team Effectiveness:

• Foster a culture of team collaboration and continuous improvement.
• Promote active listening with team members.
• Promote and support Peer Review of team deliverables, contributing to the creation and maintenance of consistent and effective knowledge management that adheres to team standards and templates.
• Communicate clearly, both written and verbally with directions and minimum level of support.
• Manage own time and schedule with regards to daily tasks.
• Timely communication, escalates own issues and potential team issues appropriately.

Requirements:

• Knowledge and skills for office procedures and routines along with advanced knowledge of Windows based operating systems, the Microsoft suite, and the Internet.

Education and Training:

• Grade 12 education and currently enrolled in post-secondary education in IT training.
• A combination of education and experience will be considered for the right applicant who is willing to work diligently to complete the training.
• Training in Microsoft based applications is an asset.

Consideration will be given to those that have the following licenses/certifications:

• ITIL Foundations and Support Centre Analyst certification through HDI (Help Desk Institute). These can be taken once probation has been achieved.

Most importantly, we are looking for candidates with demonstrated customer service and technical skills who can support our internal members. If you are a strong communicator with a passion for problem solving, then we encourage you to apply!