IT Service Desk Analyst

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Location:
On-Site (Brampton, ON)

Hours:

40 hours per week, Monday to Friday

Aurora is proud to be a global leader in the cannabis industry. With a smart strategy, unmatched talent and focus on our long-term success, we believe we have a bright future.

At Aurora, we’re passionate about helping patients improve their lives through high-quality premium medical cannabis under brands they can trust and rely on. Our products, available across Canada, Europe, Australia, and New Zealand, include leading brands like Pedanios, Indi Med, San Raf, Whistler, Greybeard and Craft Plant.

Our diverse team works passionately across various roles, from manufacturing to corporate positions, and many more, united by our purpose:
Opening the World to Cannabis
. Enabled by science and empowered by people, for patients and consumers. We collaborate globally, embrace change with courage, stay agile, and treat everyone with compassion. We live our values daily, making a meaningful impact on patients, communities, and our A-Team.

The IT Service Desk Analyst is responsible for providing advanced end-user support and serving as an escalation point for complex incidents and service requests across local and global operations. The role takes ownership of complex technical issues, coordinates resolution with appropriate IT teams, and supports the consistent delivery of reliable, timely, and high-quality IT services. The position works collaboratively with the Service Desk and other IT functions, including Infrastructure, Network, Security, and Applications, to resolve technical issues and support business operations across multiple locations and time zones.

The role also contributes to effective service management practices, knowledge sharing, and the resolution of recurring and high-impact issues. The IT Service Desk Analyst contributes to continuous service improvement by identifying trends, strengthening processes and documentation, and supporting automation, self-service, technology deployments, and other IT initiatives that improve operational efficiency and the end-user experience. The position reports to the Service Desk Team Lead, with a dotted-line relationship to the Manager, IT Operations, and has no direct reports.

Interesting? Here is a little more…

• Serve as a escalation point for complex incidents and service requests, taking ownership of issues through resolution and coordinating with other IT teams as required.
• Provide advanced technical support to onsite and remote users, including troubleshooting hardware, software, identity and access, connectivity, endpoint, and collaboration issues.
• Assist the Service Desk Team Lead with ticket queue management, workload prioritization, escalations, resource coordination, and achievement of established service levels.
• Monitor, prioritize, and resolve incidents and service requests within established SLAs using the organization's ITSM platform, ensuring tickets are accurately documented, categorized, and updated throughout their lifecycle.
• Follow and promote ITIL-aligned incident, request, problem, change, and knowledge management practices.
• Identify recurring incidents, service trends, and underlying technical issues and contribute to root-cause analysis, problem management, and preventative actions.
• Support major and high-priority incidents by coordinating troubleshooting activities, engaging appropriate technical teams, maintaining effective communication, and supporting timely restoration of services.
• Collaborate with Infrastructure, Network, Security, Applications, and other IT teams to troubleshoot and resolve incidents requiring cross-functional technical…