Service Desk Engineer – ServiceNow & End User Computing; EUC

Work Location

London, ON - Onsite – 5 days a week

6–8 years

Ability to analyze problems and develop creative solutions Knowledge of Service Now ticketing tool Understanding of ITIL and ITSM processes

• Manage and lead Service Desk and Deskside teams (L1 & L2 analysts)
• Handle support across multiple channels: calls, chat, self-help, and email
• Act as the Single Point of Accountability (SPOC) for Service Desk and Deskside delivery
• Ensure training, knowledge management, and skill development for the team
• Track and report Service Desk performance metrics
• Provide hands‑on support for infrastructure‑related customer issues
• Perform hardware deployment, including hardware and OS refresh activities
• Provide first‑level support for printers and MFP devices
• Manage Intune for mobile device management
• Support SCCM and deployment activities
• Perform patching and vulnerability management
• Manage device lifecycle (laptops, workstations, monitors, peripherals) from procurement to retirement
• Maintain inventory and support IMAC (Install, Move, Add, Change) activities
• Manage incident, problem, and service request tickets in Service Now
• Develop and maintain knowledge base articles
• Track hardware and software assets in Service Now
• Act as onsite IT representative for business users
• Provide basic audio‑visual support in meeting rooms
• Deliver monthly reporting on CSAT, DSAT, incidents, requests, and problems, including DSAT follow‑ups and action plans
• Identify and drive continuous improvement opportunities

• Experience in Service Desk processes and support
• Service Desk performance tracking and reporting
• Strong communication skills (oral and written)
• Hands‑on experience in resolving infrastructure‑related issues
• Knowledge of ITSM platforms, including Service Now

• Service Now – IT Service Management