Our client is seeking a fulltime/perm customer-focused Service Desk Analyst to join its IT team. This role is responsible for providing first- and second-level technical support to employees across multiple business locations, ensuring reliable, responsive, and high-quality IT services.

Location: Hybrid Mississaug

a
Responsibiliti

- esProvide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, peripherals, and basic networking issue
- s.Respond to incidents and service requests using the organization’s ITSM platform while meeting established service level
- s.Deliver remote and onsite (deskside) support for hardware, software, and end-user technology issue
- s.Configure, deploy, and support Windows workstations, Microsoft 365, and other enterprise application
- s.Install, image, and replace end-user hardware and software as require
- d.Troubleshoot user access, account, email, and application-related issue
- s.Maintain accurate documentation of incidents, resolutions, and knowledge base article
- s.Support IT asset management, inventory tracking, and equipment lifecycle activitie
- s.Assist with hardware refreshes, software deployments, and technology rollout
- s.Escalate complex issues to Infrastructure, Network, or Application teams when appropriat
- e.Identify opportunities to improve support processes, documentation, and overall service deliver
- y.Participate in an on-call rotation to support critical after-hours incident

s.
Requireme

- nts3+ years of experience in an IT Service Desk, Help Desk, or Technical Support ro




- le.Experience supporting users in a corporate or multi-site environme
- nt.Strong knowledge of Windows operating systems, Microsoft 365, and common desktop applicatio
- ns.Experience supporting laptops, desktops, mobile devices, printers, and periphera
- ls.Familiarity with Active Directory, user account administration, and basic networking concep
- ts.Experience using ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or simil
- ar.Understanding of ITIL principles, incident management, and service level agreements (SLA
- s).Strong troubleshooting, analytical, and problem-solving skil
- ls.Excellent verbal and written communication with a customer-first approa
- ch.Ability to prioritize multiple requests in a rapid-paced environme
- nt.Experience supporting or mentoring junior team members is considered an ass
- et.Bachelor’s degree, college diploma, or equivalent combination of education and experience in Information Technology, Computer Science, or a related fie
- ld.Microsoft certifications (MCP, Microsoft 365, Azure Fundamentals, or similar) are considered an ass

et.
Preferred Sk

- illsExperience with Microsoft Intune, Microsoft Entra ID (Azure Active Directory), and endpoint managem
- ent.Knowledge of device imaging, software deployment, and endpoint security to
- ols.Experience supporting hybrid work environme
- nts.Familiarity with remote support tools and collaboration platforms such as Microsoft Te
- ams.Exposure to PowerShell scripting or task automation is considered an as

set.

📌 Service Desk Analyst (Mississauga)
🏢 Resonaite
📍 Mississauga