Service Desk Analyst (6-month Term Position)

The Alberta Securities Commission (ASC) is the industry-funded regulator responsible for administering the province's securities laws. It is entrusted with fostering a fair and efficient capital market in Alberta and with protecting investors. As a member of the Canadian Securities Administrators (CSA), the ASC works to improve, coordinate and harmonize the regulation of Canada's capital markets.

The Information Technology (IT) team is responsible for making sure that the ASC has the appropriate resources necessary to ensure the consistent, reliable and secure delivery of services, and understanding and anticipating the organization’s unique technology requirements.

The ASC is looking for an experienced Service Desk Analyst with a strong customer service focus who is genuinely interested in helping people resolve issues with computer hardware and software. This role requires an inquiring mind and excellent problem-solving abilities combined with empathy for users facing challenges. 

Reporting to the Team Lead, Service Desk, this position is Service Desk Level 1/Level 2, meaning the role acts as the first responder, providing immediate assistance (Level 1), but also may take on more complex tickets that require more time, knowledge and experience to resolve (Level 2). 

• Acting as the first responder (Level 1) for technical support requests through all channels: phone, email, intranet portal, Teams chat and walk ups.
• Performing initial triage and troubleshooting of all issues. Determining the impact and urgency of incident and support requests to determine priority. Creating, updating, and closing tickets in the ASC’s ticketing system, Freshservice.
• Resolving all tickets within scope through use of all available resources. Working to solve more complex tickets that require more time, knowledge and experience (Level 2).
• Escalating or assigning tickets if needed to ASC subject matter experts or System Admins (Level 3) with complete documentation of all actions and steps taken in any attempt to resolve the issue.
• Keeping users informed of ticket progress.
• Authoring, updating, and providing quality assurance for Freshservice knowledgebase articles.
• Providing ad-hoc, basic “how-to” training to end users.
• Identifying trends to support problem management.
• Participating in the on-call rotation, providing compensated after hours support as required.
• Managing the acquisition, configuration and deployment of laptops, phones, and peripherals.  Collaborating with ASC IT System Admins to deploy laptop images and applications, using SCCM, Autopilot and Intune.
• Evaluating and recommending end-user devices.
• Working directly with vendors to quote, order and take delivery of equipment.
• Updating and maintaining the IT Asset Registry.
• Providing meeting/boardroom support (MS Teams and Zoom).
• On-boarding and off-boarding staff and contractors as required, provisioning Entra ID/Active Directory accounts and applications as needed.

• A post-secondary education and/or technical certification, plus three or more years of experience providing technical support.
• Strong analytical skills and problem-solving abilities.
• Strong verbal and written communication skills.
• A willingness to learn new skills and take on challenges outside their comfort zone to adapt to changing demands.
• A customer service focus with empathy toward users experiencing technical difficulties.
• Strong organizational and time management skills.
• Knowledge of any of the following systems is required:
  • Windows 11
  • Microsoft M365 Office suite.
  • Knowledge of any of the following systems is an asset:
  • Open Text eDOCS
  • Microsoft SCCM
  • Microsoft Intune
  • Windows Autopilot
  • Windows Server
  • Microsoft Azure
  • Zoom, MS Teams.

Click the Apply For This Job Online button to submit your resume, cover letter and salary expectations by January 9, 2026. This position will work out of the ASC office located in Calgary, Alberta. You will be contacted if you are selected for an interview. More information about working at the ASC can be found on our website at www.asc.ca.

The ASC is an equal opportunity employer and encourages applications from all qualified individuals. We celebrate diversity and are committed to providing an inclusive work environment where every employee feels valued and respected.