MSP Service Desk Analyst I
- Burlington, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- IT diploma or degree, or at least 2 years of general IT or technical support experience
- Posting language
- English
- Posted
Original job description
Location: Burlington, ON (in office, with occasional client site visits)
Type: Full-time, permanent
Compensation: $40,000 – $50,000 CAD + bonus
About the opportunity
Our client is a well-established managed services provider in the Halton region, running helpdesk, security, backup, and cloud for business clients. They're hiring a first-line Service Desk Analyst who takes pride in customer service and doing things properly.
What you'll do
- Be the first point of contact for client IT requests by phone, email, and remote session
- Troubleshoot and resolve end-user issues across Windows, Microsoft 365, and common business applications
- Escalate complex issues to the systems administration team with clear notes
- Carry out routine installs, updates, and maintenance according to documented processes
- Keep ticket time entries, statuses, and documentation accurate and up to date in real time
- Confirm each fix is tested and the client is satisfied before closing the ticket
What you bring
- IT diploma or degree, or at least 2 years of general IT or technical support experience
- Working knowledge of Windows and Microsoft 365
- A calm, patient, customer-first approach and strong attention to detail
- Comfort working as part of a close-knit team
- Willingness to earn certifications such as CompTIA, Microsoft Endpoint Administrator, and HDI
What's offered
- Health, dental, vision, life, and disability benefits
- Paid certifications and on-the-job training
- Meals and snacks provided in office; regular team events
More about this job
Responsibilities
Serve as the first point of contact for client IT requests and troubleshoot end-user issues involving Windows, Microsoft 365, and common business applications. Escalate complex issues, perform routine installations and maintenance, maintain accurate ticket records, and verify fixes with clients before closing tickets.
Requirements
Applicants need an IT diploma or degree, or at least two years of general IT or technical support experience, along with working knowledge of Windows and Microsoft 365. The role also requires a patient, customer-first approach, attention to detail, teamwork, and willingness to pursue relevant certifications.
Skills
- Customer Service
- Windows Troubleshooting
- Microsoft 365
- Technical Support
- Help Desk Support
- Ticket Management
- Documentation
- Remote Support
- Issue Escalation
- Software Installation
- System Updates
- Attention to Detail
- Teamwork
Benefits
- Health Benefits
- Dental Benefits
- Vision Benefits
- Life Insurance
- Disability Benefits
- Paid Certifications
- On-the-Job Training
- Meals and Snacks
- Team Events
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
Keywords
- Managed Services Provider
- Service Desk
- Help Desk
- Windows
- Microsoft 365
- Business Applications
- IT Support
- Technical Support
- Troubleshooting
- Remote Sessions
- Ticket Management
- Ticket Time Entries
- Issue Escalation
- Systems Administration
- Software Installation
- System Updates
- IT Maintenance
- Documentation
- Customer Service
- CompTIA
- Microsoft Endpoint Administrator
- HDI
- Security
- Backup
- Cloud Services