Service Desk Analyst III

2 weeks ago

Edmonton, Alberta, Canada Framewerx Full time

Role Purpose
The Service Desk Analyst III is a senior resource and escalation point within the Service Operations team. This role exists to resolve high-complexity tickets, mentor team members, and maintain the consistency, professionalism, and maturity of the Service Desk function. Analysts at this level are trusted with reinforcement of standards, backfilling leadership functions, and contributing to quality improvement efforts across the department.

Analyst III is a lead-ready position. Individuals in this role are part of the Service Desk succession bench and are expected to operate with maturity, autonomy, and clear influence over the culture of the team.

Key Responsibilities

  • Resolve advanced or escalated technical issues across client environments.

  • Mentor Tier I and II analysts and assist with onboarding new hires.

  • Perform internal QA review and flag documentation or procedural inconsistencies.

  • Contribute to SOP improvements, training content, and knowledge base documentation.

  • Review queue activity and assist in classifying or re-routing tickets as needed.

  • Backfill leadership responsibilities such as triage, shift oversight, or team direction.

  • Maintain full and accurate ticket documentation, even under urgent conditions.

  • Participate in root cause reviews and support service delivery improvement efforts.

Success Metrics

  • Escalation resolution efficiency and backlog reduction.

  • Peer mentorship effectiveness and internal feedback.

  • Documentation completeness and process hygiene.

  • Participation in SOP or standards improvement.

  • Team stability and coverage during high-volume periods.

  • Demonstrated leadership readiness and cultural alignment.

Qualifications

  • Completed 3+ years of total service at Framewerx.

OR

  • 2+ years of leadership or mentoring experience in an MSP or structured IT support environment.

AND

  • Deep working knowledge of PSA, RMM, documentation, and support platforms.

  • High competency in ticket triage, diagnostics, and resolution lifecycle.

  • Demonstrated communication and coaching skills.

  • Familiarity with Service Desk KPIs and workflow improvement cycles.

  • Internal leadership readiness, even in unofficial or temporary contexts.

Cultural and Behavioral Expectations

  • Calm, credible, and supportive, especially under pressure.

  • Respected by peers for knowledge and reliability.

  • Treats documentation, follow-through, and standards as part of the deliverable.

  • Acts in the team's best interest and supports shared improvement.

  • Trusted to step in and guide others without ego or escalation.

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