Service Desk Analyst

Our client a dynamic Information Technology services company that partners with leading global organizations to deliver innovative, high-quality IT solutions is looking for a Service Desk Analyst to join their growing team.

As a Service Desk Analyst (Tier
2), you will independently manage incidents and service requests, ensuring efficient resolution and high service quality. You will act as the core engine of the Service Desk, balancing ticket handling, monitoring, and coordination across teams while contributing to continuous improvement.

Responsibilities

Own incidents and service requests end-to-end

Perform effective triage, troubleshooting, and resolution of moderate complexity issues

Monitor systems, alerts, and events, correlating signals to identify and respond to incidents early

Manage ticket queues, backlog, and priorities in line with SLAs

Coordinate with resolver groups and stakeholders to ensure timely resolution

Support incident management processes and stakeholder communication

Follow and actively improve Standard Operating Procedures (SOPs)

Contribute to knowledge base documentation and service consistency

Support change management activities (communication, coordination, validation)

Contribute to reporting, trend analysis, and service insights

Identify opportunities to reduce escalations and improve efficiency (shift-left)

Qualifications

Experience in Tier 1 / Tier 2 Service Desk or similar role

Solid understanding of IT systems and basic infrastructure

Ability to troubleshoot and resolve issues independently

Strong communication and stakeholder management skills

Familiarity with ITIL processes (Incident, Change, Problem)

Experience in global or 24/7 support environments

Ability to work on weekends as needed

This is a fantastic opportunity to join a growing team. The company offers a competitive compensation package, medical & health benefits and RRSP matching.

If this sounds like the ideal position for you then apply today!

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