Service Desk Analyst (early morning shift)

Start: ASAP

Duration: contract 6 months+ (very strong chances of extension)

Location: MISS/BRTN

Work-model: 100% on site (non-negotiable)

Rate: 30-35/hr incorporated

SUMMARY

The IT Service Desk Analyst serves as the first point of contact for Information Technology Services (ITS) support. This role is responsible for diagnosing, troubleshooting, and resolving hardware and software issues related to desktops, laptops, tablets, mobile phones, and other end-user devices. The Analyst provides first-level technical support to ensure systems are restored to normal operation efficiently and effectively. A strong focus on customer service, clear communication, and timely resolution is required to maintain high user satisfaction.

Key Technical Requirements

Must-Haves:

- Desk side service
- Microsoft 365 (M365) and Windows 11 (support troubleshooting)
- ServiceNow, Active Directory, and Exchange
- SCCM/ Intune basic knowledge/experience

Nice to have:

- Add/remove mailboxes and manage email accounts
- USB encrypted key experience
- VDI (Virtual Desktop Infrastructure) environment
- Workspace ONE – mobile device management

REQUIREMENTS

G license (occasional travel to other sites)

Qualified & Customer Service Skills

- Strong customer-facing skills with a service-oriented mindset
- Ability to actively listen, gather information, and clearly communicate technical solutions
- Comfortable handling inbound support calls and interacting with users in real time

Ticketing & Documentation

- Experience creating, managing, and maintaining high-quality support tickets
- Ability to accurately document issues based on information gathered via phone or other channels
- Proficiency using ServiceNow for incident and request management

Multitasking & Prioritization

- Ability to effectively multitask and prioritize requests
- Capable of supporting users simultaneously (e.g., handling a phone call while assisting a walk-in request)

RESPONSIBILITIES





- Provide first-level technical support for hardware, software, VDI, mobile devices, printers, peripherals, and Windows computers via phone, email, instant messaging, walk-ins, and the IT Self-Service Portal.
- Perform hardware refreshes and deployments, including replacement of desktops, monitors, printers, RAM, SSDs, and other peripherals.
- Support hardware moves and office expansions, including the relocation, setup, and configuration of desktops, monitors, printers, and peripherals.
- Prepare and retire legacy hardware, including coordinating the transfer of obsolete equipment for auction or disposal.
- Create, log, track, update, and manage incidents and service requests in ServiceNow, ensuring compliance with IT Service Desk procedures.
- Coordinate with third-party vendors to create and manage support tickets and follow up on escalated hardware and technology issues.
- Perform Windows computer imaging, basic troubleshooting, software installation, and endpoint configuration.
- Provide basic support for SCCM/MECM, including software/package deployment and troubleshooting.
- Provide basic Active Directory administration, including user accounts, permissions, and access-related requests.
- Provide basic Microsoft Intune support for endpoint management and device configuration.
- Support onboarding and offboarding activities, including creating, modifying, and deactivating user accounts and access across internal systems.
- Troubleshoot basic issues involving virtual machines, software applications, MFA tools, encrypted USB keys, smartphones, tablets, and VDI infrastructure, escalating complex issues as required.
- Monitor and follow up on incidents, service requests, and escalations, providing timely status updates to users and internal IT teams.
- Maintain Service Desk documentation and knowledge articles and identify opportunities to improve workflows and service efficiency.
- Analyze and appropriately release or escalate suspicious emails in accordance with cybersecurity policies and procedures.
- Perform additional duties as assigned.

📌 Service Desk Analyst/(contract/onsite) - guelph
🏢 Company
📍 Guelph