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