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