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Contract Position – Onsite

Reporting to the IT Client Services Leader (Region), the Service Desk is the first point of contact for Fasken users with technical queries and/or issues. The position requires a blend of technical acumen, customer service skills, and problem-solving capabilities to ensure effective resolution of IT-related problems and maintain a productive work environment.

Hours of work are from 9:00 a.m. to 5:00 p.m. ET. The successful candidate must be able to work in the office, with occasional remote work potentially available. Participation in a fixed rotation providing after-hours remote IT support is required, and flexibility to work outside regular business hours may be necessary to meet business needs.

Primary Responsibilities:

Customer Service

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- A commitment to providing exceptional customer service and maintaining a user-centric approach while addressing client needs in person, remotely, via phone call, chat, email, etc.; Analyst must be calm, patient, empathetic, and responsive, ensuring a positive experience for users to build relationships and trust.

Communication Skills

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- Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical users both internally and externally.

Problem Management

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- Collaborate with the second/third level teams to identify root causes of recurring incidents, facilitating more permanent solutions.

Incident Management

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- Serve as the initial point of contact for all IT-related incidents and service requests,



ensuring they are logged, categorized, and prioritized in line with ITIL best practices and in line with Service Level Agreements (SLAs).

Technical Support

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- Offer assistance to end-users for hardware and software problems, covering desktops, laptops, printers, and other peripherals, including installation, etc.

Service Request Fulfillment

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- Process service requests efficiently, ensuring they meet the agreed service levels and are delivered to the relevant stakeholders.

Knowledge Management

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- Contribute to the maintenance and improvement of the Knowledge Base by documenting known issues, solutions, and workarounds.

Security Posture

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- Assist in executing the Firms security posture by enforcing security policies to ensure users adhere to best practices and organizational guidelines, in an effort to minimize the risk.

Asset Management

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- Assist in maintaining a comprehensive inventory of IT assets. This includes tracking the acquisition, deployment, maintenance, and disposal of assets.

Change Management

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- Assist in the assessment and implementation of changes, ensuring minimal disruption to IT services.





User Training and Assistance

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- Provide end-user training/support to ensure users effectively utilize IT tools and services.

Continuous Improvement

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- Participate in continuous improvement initiatives, identifying opportunities to enhance service delivery and user satisfaction.

AV Responsibilities

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- Troubleshooting and Support: Provide first-line support for audio visual queries/issues, including diagnosing and resolving technical problems with AV equipment, software, and network connectivity.

- Service Request Management: Manage and prioritize service requests related to AV inquiries, bookings, systems, ensuring immediate resolution of requests and issues.

- Collaboration: Collaborate with internal teams and external vendors/clients to coordinate AV support and maintenance activities.

- Provide afterhours remote IT support according to a fixed schedule (in rotation).

- Must be able to work in the office (occasional remote may be offered).

- Flexibility to work outside regular business hours if needed.

- Other duties as assigned.

Required Knowledge and Experience:

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- College diploma in Computer Science or a related discipline.

- Minimum of two (2) years of experience in IT or computer support.

- ITIL Foundation certification is considered an asset.

- Fluency in English, both written and spoken; French is an asset.

- Proficiency in Microsoft Office Suite and a demonstrated ability to learn new applications quickly

📌 Service Desk Analyst (Canada)
🏢 Fasken
📍 Canada