Service Desk Analyst (IT Support)

We're here to make air travel affordable for everyone, and we're looking for talented individuals who want to help us continue changing the industry for the better. As we continue to expand our network, increase flight frequencies, and introduce more services, we're looking for passionate team members to help us in our mission to make air travel accessible for everyone. Join the Information Technology team at Flair as a Support Centre Analyst, providing first-line technical support in a dynamic, hybrid office environment. In this role, you will respond to internal user inquiries via phone and ticketing system, troubleshooting and resolving software, hardware, and access-related issues, including MS Windows, Office, Outlook, internet browsers, VPN, remote access, and network printers. You'll play a key role in maintaining end-user productivity by delivering timely, customer-focused solutions and escalating more complex issues as needed. You will navigate a fast-paced, ever-evolving operational environment while upholding brand standards and adhering to corporate IT policies. This role reports to the Manager, Service Desk, and is located on-site at our Edmonton, AB (YEG) office.

As a Support Centre Analyst, you will:

Respond promptly to incoming customer calls and emails, addressing service requests and inquiries with professionalism and urgency.

Deliver exceptional customer service as the first point of contact, representing IT with a solution-oriented approach.

Accurately gather and assess customer information to diagnose issues and fulfill requests effectively.

Perform initial triage on service requests, resolving issues within 15 minutes when possible, and escalating more complex cases to Tier 2 support as needed.

Follow established procedures and protocols to consistently resolve common issues and maintain high service standards.

Complete user account setups and routine tasks with precision, adhering strictly to documented processes and guidelines

Collaborate effectively within a rotating shift schedule to ensure continuous support coverage and consistently meet service-level targets.

Proactively participate in ongoing training and obtain required certifications to continuously enhance skills and technical expertise.

Perform additional duties as assigned to support the team and organizational goals

Minimum of a one-year technical certificate or diploma in Computer Science, Management Information Systems, or related field

Minimum of three (3) years of experience working in a fast-paced support center environment.

Solid understanding of Microsoft Office suite, PC hardware, and basic networking concepts to effectively troubleshoot and resolve common technical issues.

Exceptional interpersonal skills with the ability to quickly build rapport and demonstrate empathy, ensuring a positive customer experience.

able to listen actively, explain technical information clearly, and interact professionally with customers, colleagues, and management.

Able to quickly assess issues, identify root causes, and implement practical solutions to routine technical problems.

Flexible and calm under pressure, able to manage changing priorities and maintain performance in a dynamic, high-demand setting.

Clear criminal record check and satisfactory references.

We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

From the moment you join us, you'll have access to a comprehensive benefits package designed to support your well-being—because when you're at your best, so are we. Comprehensive Benefits - Competitive medical and dental coverage, disability insurance, life insurance, and an employee and family assistance program.

Retirement Savings - A pension plan with employer-matched contributions.

Unlimited Travel Perks - Enjoy free and discounted flights for you and your travel companions.

If you're ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role. At Flair, we're committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. Website: flyflair.