Skills

Problem Solving ServiceNow Microsoft 365 Networking Windows Analytical Thinking Active Directory

Job Specifications

JOB DESCRIPTION

Insight Global is seeking a Service Desk Analyst for a hybrid 3-day-a-week on-site role in Edmonton, Alberta. The analyst will provide first-level technical support via phone, email, chat, and in-person, resolving hardware, software, and network issues. Responsibilities include incident tracking in ServiceNow, documentation, policy compliance, and collaboration with internal teams to enhance support quality. The team handles a high volume of account-related tasks, including password resets, account unlocks, and managing distribution groups and Exchange access.

REQUIRED SKILLS AND EXPERIENCE

-1-3 years of experience in technical support or help desk role OR a Diploma or degree in Computer Science, Information Technology.

-Identity & Access Management experience through AAD, AD, Exchange, etc. preferable to only those with hardware support experience.

-Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.

-Customer relationship skills, demonstrated responsiveness, analytical thinking, problem solving, and planning skills are required.

NICE TO HAVE SKILLS AND EXPERIENCE

- Demonstrated knowledge and experience with the ITIL framework.

- Fundamental knowledge of a Service Desk.

- Experience in providing support to business users and fellow employees.

- Experience with ServiceNow is an asset.

- Experience with remote support for PCs, laptops, mobile devices, printers, and network devices.

- A+, ITIL Foundation, and Microsoft Certified: Modern Desktop Administrator Associate are all considered assets.

About the Company

Insight Global is an international professional services and staffing company specializing in delivering talent and technical solutions to Fortune 1000 companies across the IT, Non-IT, Healthcare, and Engineering industries. Fueled by staffing and talent experts, Evergreen, our professional services brand, brings technical advisors and culture consultants to help customers tackle their biggest challenges. With over 70 locations across North America, Europe, and Asia, and global staffing capabilities in 50+ countries, our tea... Know more