Our client is seeking a customer-focused Service Desk Analyst to join its IT team on a full-time, permanent basis. This role is responsible for delivering high-quality Level 1 and Level 2 technical support to employees across multiple business locations, ensuring reliable, responsive, and efficient IT services.

The ideal candidate is a hands-on IT support professional who enjoys troubleshooting technical issues, providing exceptional customer service, and supporting end users in a rapid-paced enterprise environment. This position offers exposure to a broad range of end-user technologies while working closely with Infrastructure, Security, and Applications teams.

Employment Type: Full-Time, Permanent

Responsibilities

- Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, peripherals, and basic networking issues.
- Respond to incidents and service requests through the organization’s ITSM platform while meeting established service level agreements (SLAs).
- Deliver remote and onsite (deskside) support for hardware, software, operating systems, and end-user technology issues.
- Configure, deploy, maintain, and troubleshoot Windows workstations, Microsoft 365, and standard enterprise applications.
- Install, image, configure, and replace end-user hardware and software as required.
- Troubleshoot user accounts, Active Directory permissions, Microsoft 365 access, email, and application-related issues.
- Support onboarding and offboarding activities, including account provisioning, equipment setup, and access management.
- Maintain accurate documentation of incidents, resolutions, asset information, and knowledge base articles.
- Support IT asset management, inventory tracking, hardware lifecycle management, and equipment deployment.
- Assist with workstation refreshes, software rollouts, operating system upgrades,



and technology implementation projects.
- Escalate complex technical issues to Infrastructure, Network, Security, or Application teams as appropriate.
- Identify opportunities to improve support processes, documentation, knowledge management, and overall service delivery.
- Participate in an on-call rotation to support critical after-hours incidents.

Qualifications

- 3–5+ years of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support role.
- Experience supporting users within a corporate or multi-site enterprise environment.
- Strong knowledge of Microsoft Windows operating systems and Microsoft 365.
- Experience supporting desktops, laptops, mobile devices, printers, peripherals, and common end-user technologies.
- Experience with Active Directory, user account administration, password management, and access provisioning.
- Familiarity with Microsoft Outlook, Teams, OneDrive, and Office applications.
- Experience using ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, ManageEngine, or similar.
- Solid understanding of ITIL principles, incident management, request fulfillment, and SLA-driven support.
- Strong troubleshooting, analytical, and problem-solving skills.

Preferred Skills

- Experience supporting Microsoft Intune, Microsoft Entra ID (Azure Active Directory), and endpoint management.
- Knowledge of device imaging, software packaging, software deployment, and endpoint security solutions.
- Experience supporting hybrid and remote work environments.
- Familiarity with remote support tools and Microsoft Teams administration.
- Exposure to PowerShell scripting or basic automation.
- Experience supporting hardware lifecycle management and enterprise asset management.
- Previous experience mentoring junior Service Desk analysts or contributing to knowledge management initiatives is considered an asset.

📌 Service Desk Analyst (Mississauga)
🏢 Resonaite
📍 Mississauga