IT Service Management Support Analyst

Remote / Online - Candidates ideally in
Ottawa, Ontario, Canada

Listing for: RJR Innovations

Full Time, Remote/Work from Home position
Listed on 2026-01-02

Job specializations:

IT/Tech
HelpDesk/Support, IT Support

Salary/Wage Range or Industry Benchmark: 40000 - 60000 CAD Yearly CAD 40000.00 60000.00 YEAR

Job Responsibilities

Providing first level and second level support to end users for an external Service Desk application

Ensure all calls and emails to the service desk are properly documented in the Service Desk application, this includes initial troubleshooting of issue and information gathering

Monitoring the Service Desk queues to ensure that tickets are processed in a timely manner which includes first contact with clients and closing all completed tickets assigned to the Service Desk queue

Interact with other team members where necessary to ensure incident tickets are resolved in a timely manner

Responsible for checking Service Desk voicemails and emails

Providing internal RJR Innovations support for IT issues

Responsible for routing tickets according to the appropriate service levels if a resolution cannot be reached at the first level

On call after hour support may be required.

Job Requirements, Essential

A diploma/certificate in post secondary education or equivalent experience;

Excellent IT troubleshooting skills;

Strong verbal and written communication skills in both official languages;

Excellent interpersonal and customer service skills, which will enable the candidate to build positive relationships and work with all levels of staff and clientele;

Ability to work under pressure and multi-task;

Exceptional organizational skills and detail oriented;

Strong professional image.

Job Type: Full-time (Partial remote work)

Salary: $40,000.00 to $60,000.00 /year

Experience:

IT Support: 1 year (Preferred)

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