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Service Desk Analyst

Aurora is recruiting for a Service Desk Analyst to our Canadian Information Services team. The successful candidate for this role will report directly to the Manager, Service Desk and will work with team members in various locations, as well as dealing with other departments throughout the organization, so strong communication skills are a necessity. As this is an evolving role, flexibility and the ability to adapt to change is a must.


Main Responsibilities:


  • Provide first call resolution for incoming tickets and requests via phone, email, and chat and triage to tier 2 support when necessary.
  • Configure and maintain workstations including imaging, software installations, data backup, and data recovery
  • Assist with the employee beginning of service, end of service, and change of service processes.
  • Assist with troubleshooting and resolving a wide range of technical problems.
  • Adheres to organizational and departmental policies and procedures
  • Participate in global IT projects as required
  • Other duties may be assigned as deemed necessary



  • Must be fluent in Spanish and English.
  • Certificate or College Diploma in Information Technology, Computer Engineering Technology, Systems Administration, or a related discipline
  • 3 to 5 years of experience in an Information Technology support role
  • Large enterprise experience with:
    • Imaging Windows 10 in large enterprises
    • Account Administration using Microsoft Active Directory
    • Administering the Microsoft Office 365 suite of applications
    • Administering mobile device management (MDM) software
    • Apple products – mobile devices, laptops, and workstations
    • 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.




  • Vancouver, Edmonton, or Toronto (preferable)


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