Service Desk Analyst

Job Description

:The Service Desk Analyst serves as the primary point of contact for end users requiring assistance with the Standardized Back-end Solution (SBS) and associated business applications and services. The role is responsible for delivering first-line support, ensuring timely resolution of incidents and service requests, and providing consistent, high-quality customer experience across supported business functions.Working within the Common Central Help Desk model, the Service Desk Analyst provides operational support for users of Finance, Human Capital Management, Payroll, Employee Services, Self-Service, and other business applications. The role supports incident management, service request fulfillment, user account assistance, troubleshooting, knowledge management, user training, and ongoing service improvement initiatives. The Service Desk Analyst collaborates closely with business stakeholders, application support teams, technical specialists, vendors, and service providers to ensure the effective delivery of support services and the achievement of service level objectives.Key responsibilities include receiving and managing user inquiries through multiple support channels; logging, categorizing, prioritizing, and resolving incidents and service requests; providing user guidance and training; maintaining support documentation and knowledge articles; monitoring service requests through completion; escalating issues when required; and contributing to continuous improvement initiatives that enhance service quality, user satisfaction, operational efficiency, and adoption of standardized business processes.The Service Desk Analyst supports a customer-centric service environment by promoting best practices in service management, knowledge sharing, issue resolution, and user enablement while ensuring compliance with organizational policies, security requirements, privacy obligations, and established service management procedures. The role contributes directly to the successful operation, adoption, and ongoing support of the Standardized Back-end Solution and its associated services across participating organizations.Preferred Qualifications:Providing first-line technical and functional support for enterprise business applications and digital services.Managing incidents, service requests, access requests, and user inquiries through telephone, email, chat, self-service portals, and ticketing systems.Troubleshooting and resolving application, system, and user-related issues while adhering to established service levels.Supporting cloud-based and enterprise software solutions.Working within a structured IT Service Management (ITSM) environment.Delivering end-user training, onboarding, and knowledge transfer activities.Maintaining knowledge articles, user guides, operational procedures, and support documentation.Monitoring service queues, workload volumes, response times, and resolution performance metrics.Supporting business users across Finance, Human Resources, Payroll, Employee Services, Self-Service, and related administrative functions.Delivering professional and customer-focused technical and functional support.Serving as the primary point of contact for end-user support inquiries.Managing multiple priorities while maintaining service quality and customer satisfaction.Utilizing ticketing and service management tools to manage and track incidents and service requests.Logging, triaging, prioritizing, tracking, escalating, and resolving incidents and service requests.Applying structured troubleshooting methodologies to identify root causes and implement corrective actions.Escalating unresolved issues to appropriate support teams while maintaining ownership and communication throughout the incident lifecycle.Maintaining accurate records of support activities, resolutions, and service history.Supporting enterprise business applications and associated business processes.Assisting users with navigation, functionality, access management, and usage issues.Providing support for employee and manager self-service capabilities.Supporting system integrations, data validation activities, and business process execution.Applying ITIL-based service management principles and best practices.Following established operational procedures, support processes, and service standards.Performing quality reviews of resolved incidents to ensure completeness and customer satisfaction.Contributing to continual service improvement and operational excellence initiatives.Developing and maintaining knowledge articles, troubleshooting guides, standard operating procedures, and user documentation.Supporting organizational knowledge-sharing initiatives and self-service capabilities.Creating user-friendly reference materials to improve user adoption and reduce recurring support requests.Communicating effectively with technical and non-technical stakeholders.Providing timely status updates regarding incidents, requests, system maintenance activities, and service interruptions.Collaborating effectively with business users, technical teams, service providers, and vendors to facilitate issue resolution and service delivery.Excellent verbal and written communication skills.Strong customer service and interpersonal skills.Demonstrated analytical, troubleshooting, and problem-solving abilities.Strong organizational and time-management skills.Ability to work independently and collaboratively in a team-oriented environment.Strong attention to detail and commitment to quality.Adaptability, professionalism, and a continuous learning mindset.Ability to maintain confidentiality and handle sensitive information appropriatelyExcellent verbal and written communication skills in English.Bilingual proficiency in English and French is considered an asset.Experience providing customer support, end-user training, documentation, and service-related communications in both official languages is considered advantageous.Ability to communicate effectively with both technical and non-technical stakeholders.Security Clearance:Security Clearance (Enhanced Reliability Status) from the Government of Canada or the candidate should be a resident of Canada for 5 continuous years.Estimated annual compensation range for this role will be as follows:In Ottawa, ON: $57, to $70,. EEO Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.