NOVA Networks is seeking an experienced Service Desk Analyst to handle a broader and more complex range of technical issues. In addition to resolving incidents and service requests, the Analyst will serve as an informal resource for colleagues, contribute to process improvement, and play an active role in knowledge management.

Key Responsibilities:

- Resolve a wide range of technical issues of intermediate complexity, including software conflicts, network connectivity, account provisioning, and endpoint configuration.
- Handle escalated tickets and provide timely and effective resolution or further escalation.
- Log, categorize, and document all incidents and requests in alignment with ITIL Incident Management standards.
- Contribute actively to the knowledge base, authoring and reviewing articles to ensure accuracy and completeness.
- Participate in shift handover processes, ensuring continuity of service across coverage windows.
- Remain current on NOVA Networks technology stack, upcoming changes, and ITIL developments through continuous learning.

Your Qualifications:

- A diploma or degree in either Computer Science,



Information Technology, or a related field; or equivalent demonstrated experience.
- Minimum 2 years of experience in an IT support or service desk role.
- ITIL Foundation certification or equivalent practical experience with ITIL-aligned processes.
- Proficiency troubleshooting Windows environments, Microsoft 365, Active Directory, and common enterprise applications.

Some Nice to Haves:

- Experience with ITSM platforms such as ServiceNow, Jira Service Management, or equivalent.
- CompTIA A+, Network+, or Microsoft 365 Fundamentals certification.
- Experience with remote support tools (e.g., Remote Desktop, TeamViewer, SCCM).
- Demonstrated ability to mentor or assist peers in a support environment.

We thank all applicants for their interest in Nova Networks; however, only applicants selected to continue in the recruitment process will be contacted.

Pay: $19.00-$23.00 per hour

Benefits:

- In office parking

Work Location: In person

📌 Service Desk Analyst (Ottawa)
🏢 Nova Networks
📍 Ottawa