SERVICE DESK ANALYST – JOIN OUR DYNAMIC IT TEAM!

Are you ready to take the next step in your IT career? If you’re seeking a new challenge in a fast-paced, supportive environment, we have an exciting opportunity for you!
The Infrastructure and Operations Branch is looking for a driven, innovative, and customer-focused IT professional to join us as a Service Desk Analyst.
In this role, you’ll be a key member of the Service Desk team, serving as the Single Point of Contact (SPOC) for client-reported incidents and service requests within the Information Technology division. You will log, track, troubleshoot, and escalate issues while ensuring excellent customer service and a positive end-user experience.
You’ll provide Tier 1 and intermediate support for a wide range of technologies, including desktops, laptops, mobile devices, collaboration tools, and enterprise applications such as Microsoft 365, Teams, SharePoint, and Adobe.

SKILLS AND QUALIFICATIONS

• A diploma in Computer Science or a related field (or an equivalent combination of education, training, and experience).
• Minimum 1 year of experience in IT or Service Desk support.
• Experience supporting and troubleshooting:
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• Windows 10/11 operating systems.

• Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).

• Provide technical support, troubleshooting, and exceptional customer service through phone, chat, and walk-up support.
• Creating and categorizing tickets accurately in the IT Service Management (ITSM) system, and handling and resolving incidents (unplanned interruptions or reductions in quality of service).
• Escalate and manage Major Incidents in line with established protocols, ensuring timely communication and stakeholder coordination.
• Perform account administration (password resets, MFA, access provisioning) using Active Directory/Entra ID and identity governance tools.
• Support end-user technologies including Windows 10/11, M365, Teams, SharePoint, Adobe, printers, VPN, Wi-Fi, and standard enterprise applications.
• Troubleshoot connectivity issues (VPN, Wi-Fi, basic networking).
• Use the knowledge base to resolve common issues and contribute new or updated documentation to support team learning and self-service.
• Assist new users with account setup, device configuration, and orientation to ensure a smooth onboarding experience.
• Document resolutions and maintain accurate records of incidents and requests.
• Promote the use of the IT Service Portal and self-service tools for efficiency.
• Collaborate with peers to share knowledge, identify recurring issues, and recommend improvements.
• Maintaining and updating the Configuration Management Database (CMDB) with accurate configuration item (CI) data, including relationships and dependencies.