Service Desk Analyst 2

Beem Credit Union•Burnaby, BC

About The Position

The Service Desk Analyst II plays an integral role in Beem's technology infrastructure, serving as a senior point of contact for advanced technical support needs and operational oversight. This position not only diagnoses and resolves complex hardware, software, and network issues for end-users, but also leads initiatives to enhance system reliability and user satisfaction. The Analyst II proactively monitors systems, identifies strategic opportunities for improvement, and implements solutions that safeguard business continuity. In addition to managing high-priority service requests and troubleshooting escalated incidents, the Service Desk Analyst II exercises independent judgment in technical decision-making, mentors junior analysts, and guides the team in best practices for issue resolution. By collaborating with senior technical teams and providing expert advice on technical projects, the Analyst II drives process improvements, maintains robust documentation standards, and ensures seamless cross-functional operations. Their leadership fosters an environment of continuous learning, innovation, and elevated service excellence throughout the organization.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related discipline; or equivalent professional experience.
Minimum 3–5 years progressive experience in IT support, with a demonstrated track record in senior or lead service desk roles.
Proven expertise managing and troubleshooting complex virtual desktop environments, cloud-based productivity platforms, and enterprise mobility solutions.
Exceptional communication skills, with the ability to translate advanced technical concepts for both technical and executive audiences.
Demonstrated excellence in customer service, stakeholder management, and conflict resolution.
Deep knowledge of enterprise hardware, multi-site networking, security protocols, and endpoint management systems.
Advanced analytical skills for prioritizing, diagnosing, and resolving high-impact technical incidents.
Experience leading cross-functional teams, managing escalations, and steering project-based initiatives.

Nice To Haves

Relevant industry certifications strongly preferred (e.g., Microsoft Certified: Azure Administrator Associate, ITIL Foundations, CompTIA Network+).

Responsibilities

Lead high-impact responses to IT support requests involving hardware, software, system access, and peripheral devices.
Take ownership of advanced troubleshooting for complex technical matters—including enterprise VPNs, print infrastructure, and critical networked systems.
Exercise expert judgment to resolve sophisticated issues and proactively escalate to senior engineering teams when necessary.
Oversee the continuous monitoring of system performance and spearhead optimization projects to ensure peak operational stability and efficiency.
Direct and collaborate on major system upgrades and changes, developing strategic plans to minimize service disruption and drive technological advancement.
Serve as a senior resource for end-user support, delivering clear, insightful communication to address and resolve a broad spectrum of technical challenges.
Champion the accurate documentation and tracking of incidents and service requests, ensuring the highest standards within the ticketing system.
Identify complex, recurring issues, conduct root cause analyses, and propose scalable solutions to enhance overall user experience.
Set the benchmark for customer service excellence and foster a culture of professionalism and empathy within the support environment.
Oversee the creation, review, and enhancement of internal knowledge base articles and advanced troubleshooting guides.
Ensure comprehensive documentation of systems, procedures, and high-level resolutions to support operational consistency and effective onboarding.
Share domain expertise by mentoring junior analysts, leading knowledge-sharing sessions, and cultivating an environment of continuous learning and technical growth across the team.
Design and deliver advanced user training materials and workshops that address evolving business needs and technical capabilities.
Analyze and refine IT support workflows, championing innovative process improvements to elevate service delivery.
Lead cross-functional root cause analyses for major incidents, driving actionable recommendations and continuous improvement initiatives at the organizational level.