Senior IT Service Desk Analyst
Job Description & How to Apply Below
Advanced troubleshooting meets on-site service delivery in Brampton, Ontario, supporting Aurora users across hardware, Microsoft 365, and access technologies.
As an IT Service Desk Analyst, you will own complex incidents and service requests across local and global operations. You will coordinate with Infrastructure, Network, Security, and Applications teams to restore reliable services. The work includes identity administration, endpoint support, documentation, and service improvement.
Key Responsibilities:- Resolve complex incidents and service requests through coordinated escalation
- Troubleshoot endpoints, connectivity, collaboration platforms, and access issues
- Administer accounts, permissions, devices, and Microsoft enterprise platforms
- Support onboarding, offboarding, deployments, upgrades, and migrations
- Maintain documentation, metrics, automation, and self-service improvements
- Advanced troubleshooting across endpoints, Microsoft 365, identity, and networking
- Knowledge of Windows, Active Directory, Entra , Exchange Online, and Intune
- Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, and VPN
- Understanding of ITIL-aligned service management processes
- Strong analytical, organizational, communication, and customer service skills
Support Aurora’s Brampton operations through advanced service desk expertise, Microsoft technologies, endpoint management, and cross-functional incident resolution.
Position Requirements
10+ Years
work experience
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