Service Desk Analyst

Responsibilities

• Receive, triage, and resolve incidents and service requests from end users through phone, email, portal, or walk-in support.
• Perform troubleshooting for desktop hardware, operating systems, Microsoft 365 apps, printers, and network connectivity.
• Document all work performed in the ticketing system and ensure accurate categorization and escalation.
• Support onboarding and offboarding tasks including account creation, equipment preparation, and permissions.
• Provide guidance and training to users on standard tools, security practices, and productivity applications.
• Escalate issues to Tier 2 or specialized teams when necessary, following established procedures.
• Contribute to knowledge articles and documentation for recurring issues.
• Assist with inventory, imaging, software installation, and local site support activities as required.

• Minimum 3-5+ years of IT support or customer service experience in a technical environment.
• Diploma or certificate in Information Technology, Computer Support, or related field (preferred).
• ITIL Foundation certification – preferred.
• CompTIA A+, Network+, or Microsoft 365 certifications – an asset.
• Experience supporting Windows, Microsoft 365, mobile devices, and standard corporate applications.
• Strong customer service and communication skills with the ability to explain technical concepts to non-technical users.
• Ability to troubleshoot desktops, laptops, mobile devices, printers, and software applications.
• Familiarity with Active Directory account management and password resets.
• Experience using ITSM ticketing systems and documenting incidents, requests, and resolutions.
• Ability to multitask and manage workload in a high-volume environment.
• Strong organizational skills and attention to detail.
• Ability to work as part of a team in a multi-disciplinary environment.
• Analytical and problem-solving abilities for identifying root causes and resolving technical issues.