Lead complex service desk escalations at Agricorp in Guelph, applying Windows, Active Directory, and endpoint troubleshooting expertise in-office.
This Senior Help Desk Operator provides second-level support and operational oversight across Agricorp offices. The position owns challenging incidents and requests from intake through resolution. It also supports service quality, governance, connectivity workflows, software lifecycle standards, and front-line operator development.
Key Responsibilities: Act as the primary escalation point for first-level operators
Coordinate complex incidents involving hardware, software, and connectivity
Govern internet, mobile, and access approval workflows
Maintain software inventory, licensing awareness, and lifecycle standards




Provide timely stakeholder communication throughout ticket resolution
Requirements: Five years’ experience in a structured service desk setting
Experience resolving complex issues and managing escalations
Strong Microsoft Office, Windows, Active Directory, and internet knowledge
Understanding of IP-based connectivity and networking principles
ITIL-aligned process experience or SCCM knowledge considered an asset
Use escalation judgment, connectivity knowledge, and endpoint expertise to strengthen Agricorp’s second-level service desk operations in Guelph.

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📌 Senior Service Desk Escalation Analyst (Ontario)
🏢 Agricorp
📍 Ontario