Service Desk Analyst

Marketing Statement

A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.

At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We're committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.

Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC's Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion

Responsibilities

The Service Desk Analyst provides first level customer service and technical support to enterprise customers in a networked environment within the established Service Level Agreement. Utilizes the ITSM tool to process, track and analyze service desk incidents and requests. Creates and administers customer accounts for access to the corporate network and data. Conducts analyses, uses and updates documentation and provides recommendations and guidance in support of the continuous improvement of the customer service provided by the Service Desk team. Coordinates and delivers communication updates to enterprise customers. Provides after-hours, on-call technical customer support using provisioned devices in accordance with established schedules.

Provides first level customer service and technical support to enterprise customers in a networked environment, within the established Service Level Agreements by:

Collecting and analyzing available/additional information to identify and classify incidents and requests for further action.

Analyzing and resolving customer incidents, questions and requests upon first contact when possible by maximizing the use of tools, automation or knowledge, and verifying the solution with the customer.

Providing alternate solutions to enable customers to remain operational, where an immediate permanent resolution requires further investigation/action.

Answering questions and providing one-on-one customer support and guidance with respect to various applications and software.

Providing awareness and education to customers on enterprise best practices, standards and policies to encourage adherence and ensure maximum operational efficiency.

Providing updates regarding the status of incidents and requests that could not be resolved upon first contact, and initiating follow-up once a solution has been implemented.

Responding to incidents and service requests by notifying and providing adequate information to relevant stakeholders and referring the business risk using the defined escalation process.

Providing after-hours on call technical support using provisioned devices in accordance with established schedules.

Utilizes the ITSM tool to process, track and analyse service desk incidents and requests by:

Creating a new ticket in the ITSM tool for every customer incident or service request.

Retrieving incidents and service request tickets, and efficiently analyzing, diagnosing, testing and resolving problems and implementing solutions within the established service level agreement using the ITSM tool.

Prioritizing tickets that are being actioned in the ITSM tool and adapting to changing demands and schedules.

Escalating unresolved tickets on behalf of customers using the defined escalation process.

Closing tickets in the ITSM tool upon completion, and liaising with customers to verify solutions.

Conducting trend analysis to identify repeated incidents of a similar nature to recommend problem management.

Creates and administers customer accounts for access to the corporate network and data by:

Receiving and reviewing access forms; confirming authorizations; facilitating the approval for creating new accounts and granting access to network group accounts for customers.

Verifying customer accounts with applicable manager and updating customer access to applications and directories.

Creating shared network group accounts as required in accordance with established guidelines.

Escalating access related risks to Assistant Manager, Service Desk or designate, Information Security Analyst and/or Privacy Officer in accordance with established guidelines.

Conducts analyses, uses and updates documentation and provides recommendations and guidance in support of continuous improvement of the customer service provided by the Service Desk team by:

Consulting with vendors, communication carriers and industry peers to identify gaps in service desk process and the potential for first contact resolution through automation and/or the introduction of other innovations.

Using and/or updating support process documentation, knowledge, reporting and documenting recommendations for improvement.

Sharing expertise and findings using process and/or other documentation, demonstrations, and guidance to peers in team meetings and during individual peer and customer interactions.

Maintaining currency with enterprise system, service and technology changes and updates.

Coordinates and delivers communication updates to enterprise customers by:

Informing all customers of any scheduled or unscheduled system outages in accordance with established procedures.

Providing recommendations for customer-facing communication.

Performs related duties as assigned, such being items of a minor nature that do not affect the value of the job.

Qualifications

EDUCATION:

Requires Grade 12 graduation plus a one (1) year certificate program from a recognized institute of technology specializing in information systems including courses in operating system technologies (including Microsoft various versions), user accounts, advanced word processing, spreadsheets, etc.

EXPERIENCE:

Requires two (2) years of experience working in an enterprise service desk capacity, providing customer service and technical support in a networked environment involving prioritizing, advising and resolving customer incidents. A further period of up to six (6) months is required to become familiar with the corporate environment, its Operating Systems, office and Service Desk procedures.

Other Information

Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.

Work Schedule

37.5 hours per week.

This is a full-time temporary position with an anticipated end date of September 2026.

Work Designation

Resident

This position works predominately on-site.

Rate of Pay

Salary $5,818 - $6,979 per month (Actual salary offered will be commensurate with education, experience and internal parity).

The Total Compensation Package includes Extended Health, Transit Pass and enrollment in the Public Service Pension Plan upon eligibility. Focus on your development through training, and mentorship programs. Enjoy a variety of health and wellness programs, including access to gym facilities. Speak to us to know more about what we offer.

How to Apply

Please click the 'Apply' button at the top right corner or go to to apply for this position and view instructions on the process.

INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.

Posting Date: January 13, 2026

Closing Date: Open until filled

Please note that only those short listed will be contacted.

Having trouble applying? Please view the System Requirements & FAQ's by going to

Equal Employment Opportunity

TransLink is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Learn more about TransLink's commitment to equity, diversity and inclusion.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us

---