Service Desk Analyst (contract/onsite)company • Brampton, ON, Canada

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Service Desk Analyst (contract / onsite)

company • Brampton, ON, Canada

8 days ago

Job type

Full-time

Job description

Looking for a Jr SD Analyst (consultant)

ASAP

Duration : contract 6 months+ (very strong chances of extension)

Location : MISS / BRTN (postal code starts with L6V)

Work-model : 100% on site (non-negotiable)

Hrs / week : 35

Rate : 30-35 / hr incorporated

POSITION SUMMARY

The IT Service Desk Analyst serves as the first point of contact for Information Technology Services (ITS) support. This role is responsible for diagnosing, troubleshooting, and resolving hardware and software issues related to desktops, laptops, tablets, mobile phones, and other end-user devices. The Analyst provides first-level technical support to ensure systems are restored to normal operation efficiently and effectively. A strong focus on customer service, clear communication, and timely resolution is required to maintain high user satisfaction.

REQUIREMENTS

Professional & Customer Service Skills

Strong customer-facing skills with a service-oriented mindset
Ability to actively listen, gather information, and clearly communicate technical solutions
Comfortable handling inbound support calls and interacting with users in real time

Ticketing & Documentation

Experience creating, managing, and maintaining high-quality support tickets

Ability to accurately document issues based on information gathered via phone or other channels

Proficiency using ServiceNow for incident and request management

Multitasking & Prioritization

Ability to effectively multitask and prioritize requests

Capable of supporting users simultaneously (e.g., handling a phone call while assisting a walk-in request)

Technical Requirements

Microsoft 365 (M365) and Windows 11

ServiceNow , Active Directory , and Exchange

Add / remove mailboxes and manage email accounts

USB encrypted key experience (nice to have)

VDI (Virtual Desktop Infrastructure) environment

Workspace ONE – mobile device management

RESPONSIBILITIES

Respond to all technology incidents, service requests, and how-to inquiries via phone, email, instant messaging, walk-ins, and the IT Self-Service Portal in a timely, professional, and courteous manner.

Log, track, and update all incidents, service requests (catalog items), and inquiries in ServiceNow while ensuring compliance with incident and request management procedures.

Coordinate with third-party vendors to create and manage support tickets via phone, email, or web portals.

Provide first-level technical support for client hardware, virtual machines, software applications, multi-factor authentication tools, USB encrypted keys, mobile devices (smartphones and tablets), and VDI infrastructure; escalate complex issues as needed.

Serve as a liaison between users and higher-level support teams to ensure efficient issue resolution.

Provide follow-ups and regular status updates to members and internal ITS teams regarding incidents, service requests, and escalated issues.

Monitor system performance and identify outages or service degradations; initiate major incident and problem tickets when necessary.

Communicate new procedures, maintenance windows, IT advisories, and other relevant updates to members to ensure continuity of operations.

Support onboarding and offboarding processes by creating, modifying, and deactivating user accounts, permissions, and access across internal and external systems.

Maintain and administer email accounts, calendars, shared mailboxes, and distribution lists.

Create, update, and maintain Service Desk documentation within the Knowledge Base.

Review and analyze Service Desk workflows to identify opportunities for process improvement and increased service efficiency.

Analyze, release, or escalate suspicious emails in accordance with cybersecurity policies and procedures.

Perform additional duties as assigned.

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Service Desk Analyst contractonsite • Brampton, ON, Canada

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