I.T. Service Desk Analyst

Job Description

I.T. Service Desk Analyst:
On behalf of our IT client, Procom is searching for an I.T. Service Desk Analyst for a 3 month contract role. This position is an onsite position at our client’s AB office.

I.T. Service Desk Analyst - Job Description:
We are seeking an experienced service desk level 2/3 support specialist to join our IT operations team. This is a hands-on operational role supporting a compact but broad IT environment, focusing on end-user support, IT governance work, and knowledge transfer within the team.

I.T. Service Desk Analyst - Responsibilities:
• Provide level 2/3 support for escalated tickets beyond initial triage, resolving more complex technical issues
• Manage and track incidents, requests, and problems through the ticketing system
• Apply ITIL-aligned practices for incident, problem, and change management
• Support and administer Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID
• Participate in networking-related tasks as needed, including switch and router configuration, VLANs, connectivity troubleshooting, and Wi-Fi support
• Maintain accurate documentation of issues, resolutions, and recurring problems
• Contribute to IT governance and compliance activities, including IT control testing and audit readiness
• Mentor and coach less experienced team members and collaborate closely with IT staff and business stakeholders

I.T. Service Desk Analyst - Mandatory Skills:
• Proven experience in a level 2/3 service desk or operational IT support role
• Working knowledge of ITIL practices, including incident, problem, and change management
• Hands-on experience supporting Microsoft 365 environments
• Experience using IT service management or ticketing systems such as ServiceNow, Jira Service Management, or Freshservice
• Strong troubleshooting skills across a broad range of technologies
• Excellent communication skills, with the ability to explain technical concepts to non-technical users

I.T. Service Desk Analyst – Nice-to-Have Skills:
• Networking experience equivalent to CCNA-level skills
• Prior experience supporting or participating in IT control testing tied to formal IT control plans
• Demonstrated experience mentoring, coaching, or training junior IT staff
• Experience working in a small IT team requiring broad, cross-functional coverage

I.T. Service Desk Analyst – Assignment Length:
This is a 3 month contract position.

I.T. Service Desk Analyst - Start Date:
ASAP.

I.T. Service Desk Analyst - Assignment Location:
ECN, AB, Canada, onsite.