Service Desk Analyst/Analyste de centre de services (GTA)

Role overview

Responsibilities

• Provide timely telephone or remote support for hardware and software issues.
• Perform root cause analysis and monitor client IT systems and alerts to reduce downtime.
• Follow up on open cases, communicate with clients, escalate internally, and coordinate vendor support.
• Create and update technical documentation; participate in NOC alert-monitoring rotation.
• Cover evening and weekend service desk duties on a rotating schedule.
• Identify and remediate security incidents; submit timesheets and pursue professional development.

Qualifications

• Good networking fundamentals and troubleshooting skills, including LAN/VPN workstation and WAN site connectivity.
• Knowledge of Windows Server, Active Directory, Azure services, Exchange, Intune, and Microsoft 365 business applications.
• Knowledge of iOS/Android device support and MDM administration.
• Knowledge of remote-access solutions including Citrix and VPN products; familiarity with VMware/Azure virtualization.
• Familiarity with security fundamentals, spam filtering, antivirus administration, and EDR.
• Ability to use ticketing systems and knowledge of cloud telephony/VoIP support.
• A university degree or related technical diploma is encouraged; IT certifications are beneficial.
• Must be legally eligible to work permanently in Canada and have stable home internet; French is optional.

Compensation

• Compensation range is CAD $55,183.38–$79,327.00 annually.

Benefits

• Benefits include medical, dental, vision, life, disability and wellness coverage, tuition reimbursement, paid vacation and personal time, RRSP matching, employee discounts, and an employee and family assistance program.