IT Service Desk Analyst - Express Scripts Canada
$59,700–$64,700 year
HybridMississauga, Ontario, Canada
Job Summary
Monitor, log, triage, and resolve application issues, service requests, and system-related technical requests for internal customers. Apply business and technical knowledge to troubleshoot day-to-day system issues, access concerns, VDI restarts, trace routes, and related technical requests. Manage incident and request queues by prioritizing work, tracking progress, and ensuring timely resolution. Collaborate with internal service providers and Information Systems teams to investigate and resolve system-related issues. Support system patch deployment and related maintenance activities. Create, maintain, and regularly update support documentation, process guides, and user access forms. Manage user access requests for internal applications, including new access, modifications, terminations, password resets, QA requests, external customer requests, and reporting. Provide remote support to Express Scripts Canada locations and participate in the after-hours on-call rotation as required.
Required Qualifications
- Post-secondary degree or diploma
- Equivalent related experience in computer science, insurance, customer service, or a related field
- Ability to obtain enhanced reliability security clearance
- Consent to the security screening process as mandated by federal regulations
- Experience in a technology or service desk role
- Strong focus on customer service
- ITIL-based support practices
- Working knowledge of tools and technologies such as Symantec, Altiris, SQL, Excel macros, PowerShell, and Linux
- Bilingualism in French and English, both written and verbal
- Strong problem-solving skills
- Ability to resolve issues
- Ability to set expectations
- Ability to communicate clearly with users
- Ability to obtain and maintain a federal government security clearance
- Ability to work additional and/or alternate hours/days/shifts when required by management
- Ability to work after-hours on call support rotation
Desired Qualifications
- ITIL 4 certification
- Experience with Postman, APIs, and JavaScript
- Knowledge of SFTP, TCP/IP, and data feed transmission
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