Contract Service Desk Analyst

We are seeking a reliable and proactive Service Desk Analyst to join our IT support team. This role provides the first point of contact for over 1,200 internal users, offering frontline support for hardware, software, network connectivity, and enterprise applications. The ideal candidate will have a strong foundation in technical troubleshooting, customer service, and IT service management processes. This is an opportunity to work in a high-volume environment with a diverse user base and a wide range of technologies, including Windows 11, Microsoft 365, and enterprise ITSM tools.

Responsibilities

· Provide Tier 1 technical support via phone, email, chat, and self-service portal for hardware, software, and application issues.

· Accurately log and manage incidents and service requests within the ITSM system, ensuring resolution or appropriate escalation.

· Troubleshoot common end-user issues related to Microsoft Windows, Microsoft 365 (Outlook, Word, Excel, Teams), and business applications.

· Support Active Directory tasks including user and group management and file access troubleshooting.

· Participate in an on-call rotation for after-hours support, escalating issues to senior staff or management as needed.

· Contribute to the knowledge base by documenting resolutions and identifying recurring issues.

· Follow ITIL-aligned processes for Incident Management, Request Fulfillment, and Knowledge Management.

· Assist with access issues, password resets, and basic network or server-related troubleshooting.

· Provide exceptional customer service and maintain a high standard of communication and professionalism in all interactions.

· Take ownership of user problems, following issues through to resolution and identifying opportunities for service improvement.

Qualifications

· 5 + years of experience providing IT support in a corporate service desk or help desk environment.

· Hands-on experience supporting Windows 11 desktops, laptops, and rugged mobile devices.

· Proven ability to support Microsoft 365 applications, including Outlook, Teams, Excel, and Word.

· Experience using ITSM platforms such as Ivanti Cherwell, ServiceNow, or similar tools.

· Familiarity with Active Directory for user and access management.

· Knowledge of ITIL or HDI service desk practices; certifications are an asset.

· Strong analytical, troubleshooting, and customer service skills with a focus on first-call resolution.

· Excellent written and verbal communication skills, with the ability to document technical issues clearly.

· Ability to prioritize and manage multiple support tasks in a dynamic environment.

· Comfortable working in a multi-vendor or contract resource model.

Pay range for this position is between $28-38/hr depending on fit and experience

Affinity Earn:

Know someone who’s great for this, or any of our open roles? Earn up to $4,000/year for each successful referral through Affinity Earn. You can also earn up to $50,000 for helping us find new clients. Learn about our referral program at https://affinity-group.ca/earn/ or browse our jobs & follow us at https://www.linkedin.com/company/affinity-staffing/jobs/

About Affinity:

Affinity Group is a technology and business consulting and services company. We believe in creating long term relationships between clients and consultants that foster a mutually beneficial partnership. Affinity is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

For more information on Affinity, please visit www.affinity-group.ca

Job Number: 12339