Our client is seeking a customer-focused Service Desk Analyst to provide technical support to internal colleagues and deliver a high-quality end-user experience. The ideal candidate combines solid troubleshooting skills with excellent communication, professionalism, and hands-on experience with ServiceNow.

Key Responsibilities

- Provide professional technical support to internal colleagues via phone, email, voicemail, and remote support channels.
- Create, update, track, and close incidents and service requests using ServiceNow.
- Take ownership of incidents from initial contact through resolution, escalation, and closure.
- Troubleshoot and resolve desktop hardware, operating system, software, configuration, connectivity, and peripheral issues.
- Support Microsoft applications, including Microsoft 365, Teams, and Outlook.
- Research and resolve issues escalated from Level I Service Desk or other support teams.
- Escalate complex issues to the appropriate technical team while ensuring proper follow-up.
- Maintain accurate ticket documentation and follow established Incident Management and Quality Management processes.
- Deliver excellent customer service by communicating clearly, demonstrating empathy,



and keeping users informed throughout the resolution process.

Qualifications

- Minimum 1 year of IT or technical support experience.
- Minimum 1 year of experience supporting Windows desktop operating systems.
- Minimum 1 year of customer service experience, preferably in a technical support or service desk environment.
- Minimum 1 years of hands-on ServiceNow experience managing incidents and service requests.
- Strong verbal and written communication skills.
- Strong interpersonal and customer service skills.
- Ability to prioritize multiple requests, work independently, and take ownership of issues through resolution.

Location Requirement

Candidates must reside within the Greater Toronto Area (GTA) and have access to their residential internet router. Additional details will be provided during the pre-screening process.

Pay: $25.00-$30.00 per hour

Application question(s):

- Do you have direct access to your internet router?

Experience:

- Customer service: 3 years (required)
- ServiceNow: 1 year (required)

Work Location: Remote

📌 Service Desk Analyst (Canada)
🏢 Dacaro Software Services
📍 Canada