Service Desk Analyst

Proudly Canadian. Driven by Purpose. Rooted in Care.

Join a national team where people, purpose, and community come first. Western Financial Group was named a 2025 Top Insurance Employer by Insurance Business Canada and is home to more than 2,300 team members supporting over one million customers across 200+ locations across Canada.

Service Desk Analyst – Victoria, BC

Working with a team you will be part of ensuring the ongoing success of Western through supporting our business with their technology needs.

Reporting to the Team Lead, User Experience, the Service Desk Analyst will be responsible for providing front line support to internal clients by responding to all service requests (hardware and software) and incidents. You will also be accountable for trouble shooting and diagnosing client incidents.

Here Is What a Typical Day Looks Like

• Provide excellent support for incidents and requests from end users
• Prioritize, service, and complete incoming service tickets in a timely manner
• Document end user incident and request details in tracking software
• Provide applicable guidance to resolve end user incidents and requests within a standardized timeframe
• Respond to calls, tickets, chats and walk-up requests for technical support from internal business partners
• Escalate service tickets to impacted teams as required
  
  

The value you bring

• 1+ years of customer service experience in a high-volume environment
• Education in Computer Science or related Technology field, or equivalent combination of education and experience is an asset
• Organized and detailed orientated
• Ability to multi-task, plan and prioritize incoming requests
• Good working knowledge with computers and applicable tracking software
• Strong verbal and written communication skills
  
  

Role Details

• Hours/Duration: Full Time, Permanent - 37.5 hours/week - Monday - Friday with requirements to work some Saturdays (Rotated among team)
• Location: Victoria, BC
• Current Vacancy: Yes
• Requisition #: 83058
• Compensation Range: $45,000 - $55,000
  
  

Why Western?

Western’s people-first culture, grounded in our guiding principles of Truthfulness, Fairness, Value, and Loyalty, is recognized across Canada and strengthened by our commitment to wellness, flexibility, and meaningful community impact.

Highlights Include

• 14 Paid Wellness Days, 3 weeks’ vacation, company matching savings programs, and 100% employer paid group benefits for eligible employees
• Over 1,500 volunteer hours supporting 160+ charities in 2024–2025 through the Western Financial Group Communities Foundation.
  
  

Our Commitment to Inclusion: At Western, we strive to create an accessible, equitable, and inclusive workplace where everyone feels valued and can thrive. As an equal opportunity employer, we encourage applicants of all backgrounds to apply, even if your experience doesn’t perfectly match every qualification. If you need assistance or an accommodation during the hiring process, please contact [email protected] or visit our Careers page.

Our Human First Hiring Approach: We do not use artificial intelligence to screen, assess, or select applicants. All applications are personally reviewed by Western’s Talent Acquisition Consultants. As part of our hiring process, we use standardized, scientifically validated skills assessments (nonAI), and all results are reviewed by our hiring team.

Ready to Apply?

If making a meaningful impact in your community and growing your career in a supportive, purpose‑driven environment excite you, we’d love to hear from you.