We are currently recruiting for a temporary Service Desk Analyst to work in person at our headquarter located in Ottawa, ON. The position is an eight-month term position.

WHAT YOU WILL BE DOING…

The Service Desk Analyst is responsible for providing first and second-level technical support while providing exceptional customer service to end-users. This role will assist in ensuring users have a smooth transition to Microsoft 365 and Windows 11 as we upgrade our environment. The Service Desk Analyst also plays a critical role in identifying recurring issues, contributing to knowledge base updates, and escalating complex problems when necessary.

SOME OF YOUR RESPONSIBILITIES INCLUDE…

• Act as the first point of contact for IT-related inquiries, incidents, and service requests
• Diagnose and resolve technical issues
• Document and track all incidents and requests in the IT Service Management (ITSM) system
• Escalate unresolved issues to the appropriate support tiers
• Perform remote troubleshooting using diagnostic tools and techniques
• Provide clear and professional communication to end-users regarding issue status and resolutions
• Assist in training of end users within Windows 11 & Office 365 applications
• Maintain a knowledge base with troubleshooting guides and FAQs
• Participate in process improvement initiatives and team discussions