Service Desk Analyst

**Posting Closes**:April 29, 2025

**Employment Status: Full-time, Temporary (until August 29, 2025)**

Servus is growing We are looking for a **Service Desk Analyst (Summer Student)** in our **Data & Infrastructure Department.**

Servus Credit Union is Alberta's largest member-owned credit union, known for building strong, resilient communities by helping our members feel good about their money. One of Canada's Best Managed Companies for 20 consecutive years and ranked as one of the top banks in Canada on Forbes World’s Best Banks list for two years in a row, we are a team of smart, gutsy, and driven individuals.

Everyone is a Leader at Servus within Information Services (IS). The Service Desk Summer Student is in the Information Services Department. As such, the incumbent is responsible for interacting with all levels of the organization, and serves a key role within the organization to leverage IS Services to meet Business needs and objectives. You will work to support all end users adhoc requests so they can maintain a consistent level of delivery to Servus members. Serving as the single point of contact (SPOC) for internal technical or business inquiries, providing coordination, analysis and recommendations towards possible solutions.

The developmental nature of this position requires close supervision; collaborating with a senior analyst to learn Service Desk procedures.

More specifically, the scope of your responsibilities will include, but are not limited to:
**User Administration**:

- Maintain the integrity of user administration, reviewing users on a regular basis and providing ID and/or password resets as necessary
- Contribute to the audit of user administration as defined by internal process and procedure

**Service Quality**:

- Support a high level of service delivery
- Contributes to the development and increase in capability of service quality

**Content Management**:

- Knowledge of Service Level Management process and procedures
- Contribute to the coordination and execution of minor initiatives and cleanups

**Support and Maintenance**
- Provide Tier I support to employees through a SPOC for technical and non-technical inquiries.
- Determine when to escalate issues and prepare tasks for technical and business issues under the direction and with consultation of a senior resource.
- User administration and access as required including:

- User assistance and preliminary analysis of network, hardware and software issues
- Temporary branch staff move support

**Communication and Team Effectiveness**
- Foster a culture of team collaboration and continuous improvement
- Promote active listening with team members
- Promote and support Peer Review of team deliverables, contributing to the creation and maintenance of consistent and effective knowledge management that adheres to team standards and templates
- Communicate clearly, both written and verbally with directions and minimum level of support
- Manage own time and schedule with regards to daily tasks
- Timely communication, escalates own issues and potential team issues appropriately

**Requirements**:

- Knowledge and skills for office procedures and routines along with advanced knowledge of Windows based operating systems, the Microsoft suite and the Internet.

**Education and Training**:

- Grade 12 education and currently enrolled in post-secondary education in IT training.
- A combination of education and experience will be considered for the right applicant who is willing to work diligently to complete the training.

**Consideration will be given to those that have the following licenses/certifications**:

- ITIL Foundations and Support Centre Analyst certification through HDI (Help Desk Institute). These can be taken once probation has been achieved.