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Service Desk Analyst


Aurora Cannabis is in need of a Service Desk Analyst to assist in supporting the Edmonton Office. Daily tasks include resolving customer incidents, fulfilling service requests, and coordinating computer builds/setups.



·        Provides 1st call resolution on incoming incidents and service requests via phone, email and chat.

·        Triage to Tier 2 support when necessary.

·        Workstation and laptop imaging and configuration.

·        Assist with employee beginning and end of service process.

·        Assist with troubleshooting and resolving a wide range of technical related problems.   

·        Adheres with all operational and project expectations relating to documentation standards, status reporting, change management, etc.

·        Provide high quality customer service.

·        Contribute to the overall department strategy.


Skills / Experience

·        Must of have 3-5 years of service desk and/or desktop support experience.  

·        Large enterprise experience with:

o   Imaging Windows 10 in large enterprises

o   Account Administration using Microsoft Active Directory

o   Administering the Microsoft Office 365 suite of applications

o   Administering mobile device management (MDM) software

o   Apple products – mobile devices, laptops, and workstations

o   Ordering and deploying equipment

·        Experience with projects involving multi-disciplinary teams operating in a fast-paced, innovation driven environment.

·        Proven track record of providing excellent customer service and has outstanding communication skills.


·        Be able to prioritize tickets and work in a fast paced environment.


·        Demonstrated ability to quickly adapt to change of priorities in work.




·        #310, 10355 Jasper Ave, Edmonton, AB, T5J 1Y6





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