Desktop Support Analyst (L1/L2) – Windows 365 Migration Position Overview We are seeking a Desktop Support Analyst (L1/L2) to support a Windows 365 Cloud PC migration initiative. This role is critical to ensuring a smooth and seamless transition for end users, moving from virtual desktop environments to Cloud PCs. This is a highly user-facing role, with a strong emphasis on communication, organization, and process execution rather than deep technical expertise.

The ideal candidate will be comfortable supporting users via phone and email, following structured procedures, and managing multiple requests efficiently.

Key Responsibilities Provide end-user support via phone and email throughout the migration process

Guide users through: Device setup and loginAccess to Windows 365 (Cloud PC)Application installation and configuration

Device setup and login

Access to Windows 365 (Cloud PC)

Application installation and configuration

Perform basic troubleshooting (OS, login, connectivity, applications)

Execute tasks based on detailed checklists and standard operating procedures (SOPs)

Maintain accurate updates in trackers and ticketing systems

Proactively follow up with users to ensure successful migration and adoption

Ensure adherence to Service Level Agreements (SLAs): Acknowledge requests within the same business dayProvide resolution or follow-up within one business day

Acknowledge requests within the same business day

Provide resolution or follow-up within one business day

Escalate complex issues to Tier 3 support when required

Collaborate effectively with internal teams to ensure service continuity Required Qualifications 1–4 years of experience in: Desktop SupportIT Support / Help DeskEnd User Support

Desktop Support

IT Support / Help Desk

End User Support





Proven experience supporting users via: Phone (voice support)Email (written communication)

Phone (voice support)

Email (written communication)

Strong communication and interpersonal skills

Hands-on experience with: Windows OS troubleshootingApplication installation and supportDevice setup and user onboarding

Windows OS troubleshooting

Application installation and support

Device setup and user onboarding

Ability to follow structured processes and documentation

Solid organizational and multitasking skills Preferred Qualifications Exposure to: Windows 365 / Cloud PCVirtual desktop environments (VDI, Azure Virtual Desktop, etc.)

Windows 365 / Cloud PC

Virtual desktop environments (VDI, Azure Virtual Desktop, etc.)

Experience in: Migration, rollout, or deployment projects

Migration, rollout, or deployment projects

Familiarity with ticketing and tracking systems Key Competencies Clear and effective communication (verbal and written)

Strong attention to detail

Process adherence and execution discipline

Customer-centric mindset

Organization and time management Service Level Expectations (SLA) All user requests must be acknowledged within the same business day A complete response or resolution should be provided within one business day

Maintain proactive communication with users throughout the migration process Work Environment Migration will be executed in phased waves (30 to 150 users per cycle)

Approximately 10–15% of users may require active support

High volume of user interaction via phone and email

Structured and process-driven environment ⚠️ Important Note This is not an engineering or architecture role.

We are specifically seeking candidates who are: Hands-on and user-focused

Strong communicators

Comfortable following structured processes and checklists

📌 Desktop Support Analyst– Windows 365 Migration (Canada)
🏢 Insi
📍 Canada