# IT Service Desk Analyst

**Company**: Express Scripts Canada
**Location**: Mississauga, ON
**Work arrangement**: hybrid
**Job type**: full-time
**Salary**: $59,700 to $64,700
**Category**: IT
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Mississauga-ON/Analyste--Soutien-technique---IT-Service-Desk-Analyst---Express-Scripts-Canada_26012517?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_86a66ce2-93e

## Description

Express Scripts Canada is seeking a motivated IT Service Desk Analyst to provide exceptional customer support.

The ideal candidate will have strong problem-solving skills, a focus on quality, and the ability to manage competing priorities in a fast-paced environment.

**Key Responsibilities:**

- Deliver responsive, high-quality IT support aligned with ITIL best practices and established service levels.

- Monitor, log, triage, and resolve application issues and service 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.

- Build strong working relationships with internal customers and departments while delivering best-in-class support.

- Assist with internal communications related to system issues, service impacts, and support updates.

- Meet service level commitments for internal and external clients.

- Support additional projects and initiatives as assigned.

**What We're Looking For:**

- Post-secondary degree or diploma, or equivalent related experience in computer science, insurance, customer service, or a related field.

- Ability to obtain enhanced reliability security clearance.

- Experience in a technology or service desk role with a strong focus on customer service and ITIL-based support practices.

- ITIL 4 certification is considered a strong asset.

- Practical knowledge of various tools and technologies (e.g., Symantec, Altiris, SQL, Excel macros, PowerShell, and Linux).

- Knowledge of Postman, APIs, and JavaScript is an asset.

- Familiarity with SFTP and TCP/IP protocols and batch file transfer is an asset.

- Bilingualism (French and English) is an asset.

**Why Join Our Team?**

- Competitive salary, benefits, and pension plan

- Professional development and growth opportunities

- Culture that celebrates innovation and collaboration

- Flexible work arrangements and wellness programs

## Skills

### Required
- ITIL
- problem-solving
- customer service
- SQL
- PowerShell
- Linux
- Symantec
- Altiris

### Nice to have
- ITIL 4
- Postman
- APIs
- JavaScript
- SFTP
- TCP/IP
- bilingualism

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Mississauga-ON/Analyste--Soutien-technique---IT-Service-Desk-Analyst---Express-Scripts-Canada_26012517?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)