Title: Service Desk Analyst (L1)

Location: Mississauga, Ontario (Hybrid)

Role Overview

The Service Desk Analyst (L1) serves as the primary point of contact for end users requiring IT support within a managed services environment.

The role focuses on delivering first-level technical assistance for hardware, software, network connectivity, and collaboration tools while ensuring compliance with service level agreements (SLAs).

Key Responsibilities

- Provide first-line technical support for desktops, laptops, mobile devices, and peripherals.
- Troubleshoot Windows 10/11 issues and common enterprise applications.
- Support Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
- Handle password resets, MFA troubleshooting, and account unlock requests.




- Log and track incidents and service requests in ITSM platforms.
- Escalate complex incidents to L2/L3 teams while maintaining communication with users.

Required Skills & Qualifications

- Windows OS troubleshooting
- Microsoft 365 user administration
- Basic Active Directory management
- Networking fundamentals (DNS, DHCP, VPN)
- Experience with ITSM platforms

Soft Skills

- Robust communication skills
- Customer service orientation
- Ability to multitask
- Problem-solving mindset

Education & Experience

1–3 years IT helpdesk experience. Diploma or degree in IT preferred. ITIL Foundation or CompTIA A+ desirable.

📌 Service Desk Analyst (Mississauga)
🏢 ValueMomentum
📍 Mississauga