5025 Creekbank Rd, Mississauga, ON L4W 0B6, CanadaJob DescriptionMetro Supply Chainis a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data‑driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs.SummaryThe IT Analyst will work closely with the Business Operations, Infrastructure, and Applications support teams to deliver effective and reliable IT support across the organization. The ideal candidate will demonstrate strong technical expertise, excellent analytical and problem‑solving skills, and a logical, methodical approach to troubleshooting. A commitment to exceptional customer service is essential, as you will be supporting users across multiple departments and locations.ResponsibilitiesTechnical Support & Incident ManagementProvide first‑ and second‑level technical support for a wide range of technologies, including end‑user hardware, software applications, managed mobile devices (such as cell phones and RF units), printers, basic networking issues, and user access or authentication problems. Responsibilities include troubleshooting, incident resolution, and escalation in accordance with established Service Desk procedures and service level expectations.Troubleshoot and resolve incidents in a timely manner, escalating to specialized teams when required.Monitor ticket queues and ensure all requests are logged, prioritized, and assigned appropriately.Provide remote and on‑site support, including deskside assistance when necessary.User Support & Customer ServiceDeliver high‑quality customer service with professionalism, empathy, and clear communication.Assist users with system access, password resets, application support,



and general technical guidance.Communicate clearly about incident status, expected resolution times, system outages, or maintenance windows.Process AdherenceFollow established Service Desk processes to ensure system updates, modifications, and improvements are properly documented and communicated.Maintain accurate records of incidents, requests, resolutions, and configurations within the ITSM tool.Support rollout of new hardware, software, and technology initiatives, including setup, testing, and user onboarding.Maintain asset management records and assist with equipment deployment, tracking, and lifecycle maintenance.Knowledge Management and DocumentationMaintain accurate records of all support requests, incidents, and resolutions in the IT service management system to track and document issues and resolutions.Maintain a comprehensive knowledge base, ensuring documentation is up to date.On‑Site and Remote SupportProvide on‑site technical support at various company facilities as needed.Assist with setup of workstations, printers, phones, meeting‑room equipment, and networking devices.Identify opportunities for process improvement and share suggestions with the IT team for enhancing the service desk’s efficiency.Software and Hardware SupportProvide comprehensive support for software installation, configuration, updates, and troubleshooting across the organization’s approved application portfolio.Deliver technical assistance for a wide range of hardware assets, including desktops, laptops,



printers, managed mobile devices (such as corporate cell phones and RF units), scanners, and other end‑user peripherals, ensuring timely diagnosis and resolution of issues.Support Microsoft 365 services, the full suite of Microsoft applications, and all other approved enterprise and business‑productivity applications used across the organization. Responsibilities include troubleshooting, assisting users with application functionality, resolving access or performance issues, and coordinating escalations when necessary to ensure reliable and efficient use of these tools.Education & ExperienceBachelor's Science degree in Information Systems or related field, or equivalent combination of college education and experience and/or completion of a Microsoft Certified Qualified (MCP) certification.2–3 years’ work experience in an IT support function or a customer‑service‑oriented, call‑center environment.1–3 years leading IT service‑based teams.BenefitsWork in an environment where safety is our first priority.The opportunity to build a career with a growing company.Medical, dental, and vision coverage for you and your family.Life and disability insurance.Wellness programs to support your family’s well‑being.A Retirement Savings Program with a company match.Employee Appreciation Day.Company‑sponsored social events.Community volunteering.We are an equal opportunity employer committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals.Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.5025 Creekbank Rd, Mississauga, ON L4W 0B6, Canada#J-18808-Ljbffr

📌 Bilingual It Service Desk Analyst - C$50,000 - C$60,000 A Year (Winnipeg)
🏢 Edmonton Police Service
📍 Winnipeg