Role Overview The Service Desk Analyst (L1) serves as the primary point of contact for end users requiring IT support within a managed services workplace.

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

- Windows OS troubleshooting
- Microsoft 365 user administration
- Basic Active Directory management
- Networking fundamentals (DNS, DHCP, VPN)
- Experience with ITSM platforms

Soft Skills

- Strong communication skills
- Customer service orientation
- Ability to multitask
- Problem-solving mindset

Education & Experience 3-10 years IT helpdesk experience. Diploma or degree in IT preferred. ITIL Foundation or CompTIA A+ desirable.

📌 ServiceNow Analyst (Ontario)
🏢 ValueMomentum
📍 Ontario