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 setting.

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

Strong 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