Career OpportunityService Desk Analyst - ContractMarkham, ONABOUT THIS CAREER OPPORTUNITYBlack & McDonald’s Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the chance to build a solid foundation for your career, this position is for you. The Service Desk Analyst is located in Markham, ON and typically reports directly to the Service Desk Team Lead.The Service Desk Analyst is responsible for providing first-line technical support to end users, ensuring timely resolution of IT incidents and service requests. The role focuses on delivering high-quality customer service, troubleshooting hardware/software issues, and maintaining operational efficiency aligned with ITIL best practices.Key ResponsibilitiesProvide Level 1 / Level 2 technical support via phone, email, chat, or ticketing systemLog, categorize, and prioritize incidents and service requests in the ITSM toolTroubleshoot and resolve issues related:Windows operating systemsOffice 365 / Microsoft 365 applicationsEmail, Teams, and collaboration toolsNetwork connectivity (VPN, Wi‑Fi, LAN)Printers, peripherals, and mobile devicesPerform user account management tasks:Password resetsAccount unlocksAccess provisioning/deprovisioning (IAM coordination)Escalate unresolved issues to appropriate support teams (Deskside, Infrastructure, Security, etc.)Maintain accurate documentation of incidents, resolutions, and knowledge articlesFollow ITIL processes (Incident, Request, Problem, and Change management)Monitor ticket queues and ensure adherence to SLAs and KPIsParticipate in shift rotations,



if requiredAssist in asset tracking and inventory managementContribute to continuous improvement of service desk processes and user experienceRequired QualificationsDiploma or degree in Information Technology, Computer Science, or related field1–3 years of experience in a Service Desk or IT Support roleStrong knowledge of Microsoft Windows OS and desktop environmentsMicrosoft 365 / Office 365 suiteActive Directory / Azure AD (Entra ID)Experience with ITSM tools (e.G., ServiceDesk Plus, ServiceNow, Jira Service Management)Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)Familiarity with remote support toolsExcellent troubleshooting and problem‑solving skillsStrong communication and customer service skillsPreferred QualificationsITIL Foundation certificationExperience with endpoint management tools (e.G., Intune)Knowledge of identity and access management (IAM) processesExposure to cybersecurity best practicesKey CompetenciesCustomer‑focused mindsetAbility to work under pressure and manage multiple prioritiesStrong attention to detailEffective documentation skillsTeam collaboration and communicationAnalytical and critical thinkingThe expected salary range for this role is between $22‑$26/hr. The starting salary will be determined based on several factors such as the successful candidate’s qualifications, including but not limited to education and experience. Base pay is one component of Black & McDonald’s total rewards package. Total rewards vary by position and may include additional offerings such as group insurance benefits, pension plan, annual discretionary bonus, career development programs, and other HR programs.Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.#J-18808-Ljbffr

📌 Service Desk Analyst- Contract - $22 - $26 An Hour (Winnipeg)
🏢 Black & McDonald
📍 Winnipeg