Our client is seeking a Service Desk Analyst (overnight) to provide technical support to internal colleagues and deliver a high-quality end-user experience. The ideal candidate combines solid troubleshooting skills with excellent communication, professionalism, and hands-on experience with ServiceNow.

** Work Schedule: **

Wednesday to Sunday from 10PM to 6AM EST

Monday and Tuesday - off

Key Responsibilities

- Provide professional technical support to internal colleagues via phone, email, voicemail, and remote support channels.
- Create, update, track, and close incidents and service requests using ServiceNow.
- Take ownership of incidents from initial contact through resolution, escalation, and closure.
- Troubleshoot and resolve desktop hardware, operating system, software, configuration, connectivity, and peripheral issues.
- Support Microsoft applications, including Microsoft 365, Teams, and Outlook.
- Research and resolve issues escalated from Level I Service Desk or other support teams.
- Escalate complex issues to the appropriate technical team while ensuring proper follow-up.




- Maintain accurate ticket documentation and follow established Incident Management and Quality Management processes.
- Deliver excellent customer service by communicating clearly, demonstrating empathy, and keeping users informed throughout the resolution process.

Qualifications

- Minimum 1 year of IT or technical support experience.
- Minimum 1 year of experience supporting Windows desktop operating systems.
- Minimum 1 year of customer service experience, preferably in a technical support or service desk environment.
- Minimum 1 years of hands-on ServiceNow experience managing incidents and service requests.
- Strong interpersonal and customer service skills.
- Ability to prioritize multiple requests, work independently, and take ownership of issues through resolution.

Pay: $20.00-$28.00 per hour

Expected hours: 37.5 per week

Application question(s):

- Do you have direct access to your home internet router?

Experience:

- IT Service Desk: 2 years (required)
- ServiceNow: 2 years (required)

Work Location: Remote

📌 Service Desk Analyst (Overnight) (Toronto)
🏢 Dacaro Software Services
📍 Toronto