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Analyst, Service Desk

  • Req ID: 87386
  • Department: Information Services
  • Job Type: Full-Time
  • Position Type: Non-Union
  • Location: Calgary, Alberta
  • Country: Canada
  • % of Travel:
  • # of Positions: 1
  • Job Available to: Internal & External
  • Deadline to apply: 10/26/2021


Canadian Pacific is a transcontinental railway in Canada and the United States with direct links to major ports on the west and east coasts, providing North American customers a competitive rail service with access to key markets in every corner of the globe. CP is growing with its customers, offering a suite of freight transportation services, logistics solutions and supply chain expertise. Visit to see the rail advantages of CP.



Enhance overall performance and resolution of customer related issues through training of Service Desk analysts.



  • Establish training plans and programs for new employees, and all changes to supported applications;
  • Design and monitor  metrics to look for trends and root cause to ensure quality and efficiency within the Service desk analyst for enhanced performance;
  • Track ticket quality and look for gaps to develop training plans based on individual requirements;
  • Manage phone etiquette of analysts through call shadowing to improve overall quality of service to customers;
  • Initiates audits on analysts skills to ensure current to maintain quality;
  • Initiates process improvement initiatives to enhance service desk quality;
  • Identifies and escalates areas of risk where Service Levels will be missed to Senior Management;
  • Identifies areas of risk where Safety related issues are in jeopardy to Senior Management and Suppliers.



  • Degree in Computer Science, Information Systems, Engineering, Science or equivalent practical experience;
  • Customer Service – build relationships, builds trust, creates confidence;
  • Mitigation skills minimizing outage timeframes; 
  • Communication Management – written and verbal;
  • Knowledge of ITIL best practices;
  • Decision Making – quick with risk and mitigation;
  • Facilitation & negotiation Management skills -  drives corrective action;
  • Breadth of understanding for current IT architecture;
  • Strong analytical  and problem solving skills with a structured methodical;
  • Strong organizational and time management skills;
  • Communication – written, verbal, with passion and conviction;
  • Work with grace and patience under pressure in a dynamic work environment;
  • Managing Difficult situations customers.
  • Ability to manage client expectations and negotiate win-win solutions



  • Flexible and competitive benefits package
  • Competitive company pension plan
  • Employee Share Purchase Plan
  • Performance Incentive Program 
  • Annual Fitness Subsidy



As an employer with national presence, the possibility does exist that the location of your position may be changed based on organizational requirements.


Background Investigation:

The successful candidate will need to successfully complete the following clearances:    

  • Criminal history check
  • Reference check


Management Conductor Program:

Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CP. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.


CP is an equal opportunity employer committed to the principles of employment equity and inclusion. We welcome applications from all qualified individuals. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act ("PIPEDA").

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