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.

📌 Online Help Desk Technician (Mississauga)
🏢 ValueMomentum
📍 Mississauga