Service Desk Analyst

Our client is seeking a customer-focused Service Desk Analyst to join its IT team on a full-time, permanent basis. This role is responsible for delivering high-quality Level 1 and Level 2 technical support to employees across multiple business locations, ensuring reliable, responsive, and efficient IT services.

The ideal candidate is a hands-on IT support professional who enjoys troubleshooting technical issues, providing exceptional customer service, and supporting end users in a fast-paced enterprise environment. This position offers exposure to a broad range of end-user technologies while working closely with Infrastructure, Security, and Applications teams.

Employment Type: Full-Time, Permanent

Responsibilities

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, peripherals, and basic networking issues.
• Respond to incidents and service requests through the organization’s ITSM platform while meeting established service level agreements (SLAs).
• Deliver remote and onsite (deskside) support for hardware, software, operating systems, and end-user technology issues.
• Configure, deploy, maintain, and troubleshoot Windows workstations, Microsoft 365, and standard enterprise applications.
• Install, image, configure, and replace end-user hardware and software as required.
• Troubleshoot user accounts, Active Directory permissions, Microsoft 365 access, email, and application-related issues.
• Support onboarding and offboarding activities, including account provisioning, equipment setup, and access management.
• Maintain accurate documentation of incidents, resolutions, asset information, and knowledge base articles.
• Support IT asset management, inventory tracking, hardware lifecycle management, and equipment deployment.
• Assist with workstation refreshes, software rollouts, operating system upgrades, and technology implementation projects.
• Escalate complex technical issues to Infrastructure, Network, Security, or Application teams as appropriate.
• Identify opportunities to improve support processes, documentation, knowledge management, and overall service delivery.
• Participate in an on-call rotation to support critical after-hours incidents.

Qualifications

• 3–5+ years of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support role.
• Experience supporting users within a corporate or multi-site enterprise environment.
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365.
• Experience supporting desktops, laptops, mobile devices, printers, peripherals, and common end-user technologies.
• Experience with Active Directory, user account administration, password management, and access provisioning.
• Familiarity with Microsoft Outlook, Teams, OneDrive, and Office applications.
• Experience using ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, ManageEngine, or similar.
• Solid understanding of ITIL principles, incident management, request fulfillment, and SLA-driven support.
• Strong troubleshooting, analytical, and problem-solving skills.

Preferred Skills

• Experience supporting Microsoft Intune, Microsoft Entra ID (Azure Active Directory), and endpoint management.
• Knowledge of device imaging, software packaging, software deployment, and endpoint security solutions.
• Experience supporting hybrid and remote work environments.
• Familiarity with remote support tools and Microsoft Teams administration.
• Exposure to PowerShell scripting or basic automation.
• Experience supporting hardware lifecycle management and enterprise asset management.
• Previous experience mentoring junior Service Desk analysts or contributing to knowledge management initiatives is considered an asset.