Job Description

Fasken is a leading international business law and litigation firm, and was voted one of Canada's Best Employers for 2024. Our firm's 950 lawyers are located across offices in Vancouver, Surrey, Calgary, Toronto, Ottawa, Montreal, Quebec City, London and Johannesburg and an office in the professional and retail district known as Taza (/Ta-Zah/) on Tsuut'ina lands. Providing strategic and thoughtful advice in all areas of business law, our broad range of clients include close to half of the Fortune 100 companies, as well as corporate clients, government agencies, regulatory authorities, non-profit bodies and individuals.



Our clients interests are paramount in all that we do and we take pride in supporting our communities. We are a place where bright, talented, and collegial people want to work together and we work hard together to achieve our goals in a collaborative and efficient way.

At Fasken, Success Means

Having a strong client service approach - you're ready, willing, and able to put our clients first and exceed their expectations Caring about one another - you possess strong interpersonal skills and the ability to build harmonious working relationships within your immediate team, across other departments in the firm, and the community Working collaboratively - you're a self-starter who values working in a collaborative team based environment Possessing exceptional communication skills (both verbal and written) when dealing with lawyers, clients, staff and third parties Approaching your work with agility and the willingness to learn and utilise new technology Being adaptable to changing priorities in a fast-paced environment while being organized and maintaining accuracy with a high attention to detail Demonstrating strong research, investigative and problem solving skills with the ability to exercise judgement to resolve issues Treating sensitive and confidential matters with discretion and diplomacy at all times

Your Role

Reporting to the Supervisor, IT Client Services, the Service Desk Analyst is the first point of contact for Fasken users with technical queries and/or issues. The position requires a blend of technical acumen, customer service skills, and problem-solving capabilities to ensure efficient resolution of IT-related problems and maintain a productive work environment.



Hours of work are from 9:00 a.m. to 5:00 p.m. ET. Occasional pre-authorized overtime may be required to meet client needs. This is an onsite role requiring five (5) days in office.



This will be a 6-month contract, with the opportunity to extend depending on business needs.

Primary Responsibilities

Provide assistance to end-users for hardware and software problems, covering desktops, laptops, printers, and other peripherals, including installation, etc. Collaborate with the second/third level teams to identify root causes of recurring incidents, facilitating more permanent solutions Serve as the initial point of contact for all IT-related incidents and service requests, ensuring they are logged, categorized, and prioritized in line with ITIL best practices and in line with Service Level Agreements (SLAs) Process service requests efficiently, ensuring they meet the agreed service levels and are delivered to the relevant stakeholders Contribute to the maintenance and improvement of the Knowledge Base by documenting known issues, solutions, and workarounds Assist in executing the Firms security posture by enforcing security policies to ensure users adhere to best practices and organizational guidelines, in an effort to minimize the risk Assist in maintaining a comprehensive inventory of IT assets. This includes tracking the acquisition, deployment, maintenance, and disposal of assets Assist in the assessment and implementation of changes, ensuring minimal disruption to IT services Provide end-user training/support to ensure users effectively utilize IT tools and services Participate in continuous improvement initiatives, identifying opportunities to enhance service delivery and user satisfaction. Provide afterhours remote IT support according to a fixed schedule (in rotation) Flexibility to work outside regular business hours if needed Other duties as assigned

AV Responsibilities

Troubleshooting and Support: Provide first-line support for audio visual queries/issues, including diagnosing and resolving technical problems with AV equipment, software, and network connectivity Service Request Management: Manage and prioritize service requests related to AV inquiries, bookings, systems, ensuring immediate resolution of requests and issues Collaboration: Collaborate with internal teams and external vendors/clients to coordinate AV support and maintenance activities.

Required Knowledge and Experience

College diploma in computer sciences Minimum of two (2) years' experience in IT/computer support ITIL Certification: Foundation level certification in ITIL is an asset Fluency in English and French, both written and spoken Proficiency of Microsoft Office Suite Demonstrated strong ability for learning new applications Technical Proficiency: Strong knowledge of IT systems, networks, Windows and macOS operating systems and applications Experience with IT Service Management (ITSM) tools such as ServiceNow, or similar Familiarity with remote support tools and techniques Commitment to providing exceptional customer service and maintaining a user-centric approach while addressing client needs in person, remotely, via phone call, chat, email, etc. Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical users both internally and externally Demonstrated ability to analyze and resolve incidents and problems effectively Ability to manage several tasks simultaneously Ability to work under pressure and with tight deadlines

Accessibility and Accommodation

It is important to our Firm that all its members, including those with disabilities, find our workplace to be welcoming and supportive. Reasonable accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

Your Application

We appreciate hearing from all qualified candidates, however, only those applicants whose background and experience match our requirements will be contacted. You can submit your application via our Careers page.