Role Purpose The Service Desk Analyst is the first point of contact for end-user support and the front line of the Service Operations team. This role exists to provide responsive, accurate, and empathetic support while reinforcing Framewerx standards for documentation, communication, and resolution. Analysts handle triage, resolution, and escalation with discipline and clarity.

Tier II Analysts are expected to take on more advanced troubleshooting, assist in SOP refinement, and contribute to team-wide process maturity.

Key Responsibilities
Respond to client requests via phone, portal, and email with professionalism and urgency.
Accurately classify, prioritize, and troubleshoot tickets to resolution.
Escalate issues with transparent, complete documentation and context.
Maintain complete, timely time entries, work notes, and ticket hygiene in PSA.
Operate effectively across PSA, RMM, documentation, and endpoint tooling.
Contribute to Knowledge Base content and SOP refinement based on resolved issues.
Track and meet SLA timeframes for response and resolution.
Deliver a consistent, qualified support experience in both technical and emotional tone.

Success Metrics




First-Time Resolution rate
Documentation completeness and accuracy
SLA adherence
QA review scores and time audit compliance
Client satisfaction survey scores (CSAT)

Qualifications

Tier I Requirements

· 5–8 years of support experience with a 2-year technical diploma,

OR

· 3–6 years of experience with a 4-year bachelor’s degree

Tier II Requirements
Meets all Tier I qualifications

AND
Has completed 2 years of successful performance at Framewerx,

OR
Holds the following certifications:
Microsoft 365 (MS-900, MD-102)
Kaseya (KCP or RMM-focused certification)
CompTIA (A+, Network+, HDI-SCA)

Cultural and Behavioral Expectations
Direct, explicit communicator who values structure.
Maintains steady focus amid task interruptions.
Operates methodically and consistently in routine-based roles.
Warm and supportive in tone without losing professionalism.
Owns follow-through and closes the loop consistently.
Functions well in a role defined by known tools, known processes, and direct client interaction.

📌 Service Desk Analyst I & Ii Edmonton
🏢 framewerx
📍 Edmonton