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 Microsoft 365 user administration
Basic Active Directory management
Networking fundamentals (DNS, DHCP, VPN)
Experience with ITSM platforms
Soft Skills 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.

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📌 Service Desk Analyst (Ontario)
🏢 ValueMomentum
📍 Ontario