Service Desk Analyst

Location Oakville
Discipline: Networking & Infrastructure
Contact name: Rob Halick

Contact email:
Job ref: 515
Published: 29 days ago

Our Client, the National leader in their industry, is seeking a talented Service Desk Analyst to join their growing IT Support Specialist Team. This role will be responsible for providing technology support and remediation/resolution of end user support and incident requests.  Exceptional customer service and communication skills are a must!

Critical to your success will be your ability to: effectively understand end-user needs; regularly follow up to keep stakeholders updated until issues are resolved; appropriately escalate issues as required; and complete request and incident documentation. The Service Desk Analyst will share in the responsibility for the deployment, administration and maintenance of company equipment including laptops and will participate in operations or infrastructure projects/activities as required.

This is a full-time permanent opportunity based in the west-end Greater Toronto Area (GTA). We have worked extensively with this Client for 15+ years and have received excellent feedback from those candidates whom we have successfully placed. Please contact us to learn more.


  • Build rapport with employees;

  • Provide excellent customer service to employees over the telephone, ServiceNow tickets, chat and e-mail

  • Investigate and resolve employee requests and incidents;

  • Deploy pre-packaged software as needed using automated deployment tools;

  • Assist in software releases and rollouts as required;

  • Alert other team members and leadership of emerging trends in incidents;

  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution;

  • Use remote tools and diagnostic utilities to aid in troubleshooting;

  • Research solutions through internal and external knowledgebase as needed;

  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined;

  • Test fixes to ensure problem has been adequately resolved;

  • Provide technical guidance and perform post-resolution follow-ups with Level I Technicians as required;

  • Develop help sheets and FAQ lists for end users;

  • Contribute to technician knowledgebase and training as needed;

  • Provide suggestions for continual improvement of the ServiceDesk and I/T operations;

  • Administer and maintain end user accounts, permissions, and access rights;


  • Enthusiastic about working with people and helping them with technology questions and issues

  • Ability to operate in a fast paced environment with the ability to learn quickly

  • Collaborate with other team members to deliver a world class service to employees

  • In-depth knowledge of the Microsoft Office Suite, Windows 10 operating systems, Enterprise Anti-Virus/Data Layer Protection Software and other common end user applications

  • Post-secondary diploma or university degree in a relevant field of computer science, or equivalent combination of education and experience;

  • 3+ years of service desk experience;

  • Experience using common IT Service Desk tools (e.g., Service Now, Remedy);

  • In-depth knowledge of the Microsoft Office Suite, Windows 10 operating systems and popular end user applications;

We wish to thank all applicants for their interest and effort in applying for this position.

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