Service Desk Analyst

We are currently recruiting for a temporary Service Desk Analyst to work in person at our headquarter located in Ottawa, ON. The position is an eight-month term position.

What you will be doing…

The Service Desk Analyst is responsible for providing first and second-level technical support while providing exceptional customer service to end-users.

This role will assist in ensuring users have a smooth transition to Microsoft 365 and Windows 11 as we upgrade our environment. The Service Desk Analyst also plays a critical role in identifying recurring issues, contributing to knowledge base updates, and escalating complex problems when necessary.

Some of your responsibilities include…

• Act as the first point of contact for IT-related inquiries, incidents, and service requests
• Diagnose and resolve technical issues
• Document and track all incidents and requests in the IT Service Management (ITSM) system
• Escalate unresolved issues to the appropriate support tiers
• Perform remote troubleshooting using diagnostic tools and techniques
• Provide clear and professional communication to end-users regarding issue status and resolutions
• Assist in training of end users within Windows 11 & Office 365 applications
• Maintain a knowledge base with troubleshooting guides and FAQs
• Participate in process improvement initiatives and team discussions

You’re a good fit if…

• You have strong troubleshooting and problem-solving skills
• You have excellent verbal and written communication skills
• You are proficient with ITSM tools and remote support technologies
• You can prioritize tasks effectively in a fast-paced environment
• You are customer service-oriented with strong empathy and patience
• You are a strong team player and adaptable to evolving processes and technologies

Your must-haves:

• Degree or diploma in Computer Science, Information Technology, or a related field
• ITIL Foundations certification (preferred)
• Proficiency in Microsoft 365 Suite, Windows 11, and Azure Active Directory
• Strong understanding of networking fundamentals (IP addressing, DHCP, DNS) and security best practices.
• Experience Microsoft Intune for device management
• The ability to travel when required
• A Secret Clearance, or the ability to obtain one

If we’re the right fit for you, we want to hear from you! Send us your resume and cover letter to [email protected].

NOTE: Only those candidates that meet the specified requirements will be considered for this position. Candidates that do not meet the requirements may be considered for similar opportunities.

Commissionaires’ values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender and age.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Commissionaires’ Policies on Accommodation, a request for accommodation will be accepted as part of Commissionaires’ hiring process.

Commissionaires-Ottawa does not use artificial intelligence (AI) to screen, assess, or select applicants. However, please be aware that some third-party tools we utilize in our recruiting and selection process may incorporate AI technology. We appreciate all who apply, however we will only be contacting candidates of interest.