Service Desk Analyst

The Service Desk Analyst provides effective and timely operational and technical support to end-users concerning system applications, hardware and software. This includes receiving, prioritizing, documenting and actively resolving incidents and problems, and escalating where necessary.

Location: Hybrid - 6767 Davand Drive, Mississauga, ON

Schedule: Monday to Friday, there are 3 shifts that cover from 7am 5pm. Weeknight rotational on call between 5pm and 11pm. Weekends on call during waking hours. All shifts are rotated every 5 weeks.

What You Will Do

• Monitor and respond to incoming incidents and requests to the Service Desk via telephone and service desk portal to ensure courteous, timely and effective resolution of end user issues.
• Utilize tools to remotely manage devices, restore service, and assist end users by resolving incidents effectively and efficiently.