Analyst, Service Desk

Job summary

Responsibilities

• Resolve incidents and service requests across endpoints, collaboration platforms, identity, and access through structured troubleshooting and root-cause analysis.
• Improve AI virtual agents and automated workflows, identify automation opportunities, and contribute knowledge and training data.
• Participate in projects, evaluations, deployments, upgrades, and user acceptance testing; coordinate with teams and vendors.
• Support endpoint and security operations, respond to security events, maintain asset and service data, and contribute to ITIL-aligned continuous improvement.

Requirements

• Diploma in Information Technology, Computer Science, Computer Engineering, or equivalent; at least 2 years of related experience.
• Experience in IT service desk, end-user support, or technical support in a Microsoft-centric environment.
• ITIL Foundations, CompTIA A+, or equivalent foundational technical certification is required.
• Exposure to ITSM platforms, endpoint management, and automation tools is an asset.
• M365 and Azure Fundamentals, Network+, security designations, and the listed technology experience are assets or preferred.

Work arrangement

• Permanent hybrid work environment; the employee must work a minimum number of days in the Toronto office.

Compensation and benefits

• Hiring salary range is $65,400–$69,490; the source does not specify a pay cadence.
• Total rewards include a pension plan, bonus program, group benefits, spending account, wellness program, and professional development.

Employment conditions