IT Service Desk Analyst – Express Scripts Canada, Mississauga, ON
Location: Mississauga, ON | Company: Cigna
Express Scripts Canada is hiring a full-time IT Service Desk Analyst in Mississauga, Ontario. This hybrid technology support role focuses on resolving application and access issues, managing service requests and providing responsive technical assistance to internal users across the organization.
The successful candidate will work within IT Support Services and support users through incident management, troubleshooting, account administration, system maintenance and remote technical support. Flexibility is important because the role may include rotating shifts and after-hours on-call coverage.
About This IT Service Desk Analyst Role
The IT Service Desk Analyst provides frontline technology support using ITIL-based practices and established service level expectations. Responsibilities include monitoring and resolving incidents, supporting user access, troubleshooting applications and collaborating with other Information Systems teams when more complex issues arise.
Express Scripts Canada supports health benefit programs across Canada and relies on technology platforms to process large volumes of healthcare-related activity. The Service Desk Analyst helps maintain reliable access to those systems while keeping internal customers informed during incidents and service interruptions.
Key Areas of Responsibility
The role combines technical troubleshooting, incident management, user administration and customer service. The successful candidate will help ensure IT requests are handled accurately and within established service levels.
Service Desk Support
Provide responsive IT support for internal customers while following ITIL best practices and established service level requirements.
Incident Resolution
Monitor, log, triage and resolve application issues, system incidents and service requests while tracking progress through completion.
User Access Management
Process new access, modifications, terminations, password resets, QA requests and other application access requirements.
Technical Troubleshooting
Investigate issues involving applications, VDI restarts, trace routes, connectivity and other common system or access problems.
Documentation
Create and maintain process guides, support documentation, access forms and other materials used by the IT support team.
Remote & On-Call Support
Provide remote assistance to Express Scripts Canada locations and participate in after-hours on-call coverage when required.
Technical Support and Systems Administration
The analyst will work with internal service providers and Information Systems teams to investigate technical issues, support system patch deployments and communicate service impacts to users. Managing competing priorities and maintaining accurate request queues will be important parts of the position.
The role may involve technologies such as Symantec, Altiris, SQL, Excel macros, PowerShell and Linux. Experience with Postman, APIs, JavaScript, SFTP, TCP/IP or data transmission environments may also be useful.
Skills That May Help Candidates Succeed
This opportunity may suit a service desk professional who combines technical troubleshooting skills with a strong customer service mindset and the ability to remain organized in a fast-paced support environment.
The ability to investigate application, access, connectivity and system issues and determine practical next steps toward resolution.
Familiarity with structured incident, request and service management processes. ITIL 4 certification is considered a strong asset.
Strong communication skills and the ability to set expectations clearly while supporting users through technical problems.
Working knowledge of technologies such as SQL, PowerShell, Linux, Excel macros, Symantec or Altiris may support day-to-day troubleshooting.
The ability to manage multiple incidents and service requests, identify urgency and meet established service level commitments.
Schedule, Qualifications and Compensation
Candidates should have a post-secondary degree or diploma, or equivalent related experience, in computer science, insurance, customer service or a related field. Previous technology or service desk experience is expected, and bilingual French and English skills are considered a strong asset.
Service Desk coverage operates Monday through Friday from 6:00 a.m. to midnight, with additional weekend and holiday on-call coverage. Standard rotating shifts include 6:00 a.m. to 2:00 p.m., 8:00 a.m. to 4:00 p.m. and 9:00 a.m. to 5:00 p.m. Candidates must be willing to work alternate schedules when required.
Express Scripts Canada lists a salary range of $59,700 to $64,700 CAD per year. Employment is also conditional on reference checks, background verification and obtaining an Enhanced Reliability Clearance from the Federal Government.
How to Apply
Interested candidates should apply through The Cigna Group’s official careers website. Application materials should highlight IT service desk experience, incident management, technical troubleshooting, user access administration and experience working within ITIL-based support environments.
The official posting does not provide a current external application deadline. Candidates should apply while the vacancy remains active. Joblyz does not collect applications or participate in Express Scripts Canada’s hiring decisions.