Service Desk Analyst

** We are not offering visa sponsorship or C2C for this position due to resource requirements

RL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace by driving value through technology and operational excellence. Our comprehensive service portfolio, supported by an ecosystem of digital innovators, delivers industry‑leading solutions tailored to each customer’s unique needs. We focus on achieving better, faster results aligned with long‑term strategic goals.

RL Canning is seeking a Service Desk Analyst who will coordinate, process, and resolve incidents and requests related to the support of technology products, infrastructure, business processes, and enterprise services. This role takes full responsibility for handling customer interactions through satisfaction with established policies, procedures, and service levels.

The US base hourly range for this full‑time position is $19.00 to $21.00 per hour W2, along with a comprehensive benefits package detailed in the “Benefits Offered” section of the job description. The hourly wage offered within this range will be influenced by factors such as work location, job‑related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more specific information about the salary range, considering these factors.

Compensation and benefits remain in the Company’s sole discretion and may be modified at the Company’s absolute discretion, consistent with applicable law, until they are paid.

• Engages in effective interactions with customers and service groups to coordinate the fulfillment of requests and resolution of incidents.
• Uses knowledge management techniques to advance their own learning to enable initial diagnosis of related issues and advises customers on known solutions where applicable.
• Provides information related to status updates, error resolution, changes in availability, and facilities.
• Assists users in using information technology processes, products, and services more effectively.
• Executes core processes and procedures related to service operations and documents diagnostic information, analysis, activities, progress, and resolution.
• Perform other tasks as necessary to support and achieve business objectives.

• Professional, technical or IT support experience is strongly preferred.
• Strong understanding of information technology systems, including end‑user computing devices, software, applications, and basic network systems.
• Strong familiarity with Microsoft Office Suite, Gmail, Google Docs, and Chrome.
• Ability to learn quickly, advance knowledge, and broadly apply new concepts to satisfy various customer issues and requests.
• Demonstrated working experience balancing multiple priorities and shifting focus to meet the demands of the business.
• Strong understanding of regular end‑user resolution processes, including account password resets and network access issues.
• Must have excellent customer service skills and focus, with demonstrated experience working with customers to diagnose and resolve problems.
• Excellent interpersonal, communication, and problem‑solving skills with a clear understanding of the value of customer convenience and experience.
• An associate degree in information technology or other related certification programs is strongly preferred.
• Willingness to travel as needed to support client projects and corporate responsibilities.

Unlock the opportunity to be a vital part of a cutting‑edge environment where innovation is not just encouraged but is a way of life. You’ll have the chance to work with the latest technologies, contribute to ground‑breaking projects, and stay at the forefront of advancements in the IT industry.

We are dedicated to investing in our team’s growth and success. By providing the tools, resources, and support needed to enhance skills and stay ahead of industry trends, we empower our team members to unlock new opportunities for advancement. We believe that fostering individual…