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Added 26 mins ago
SS
Bilingual Technical Support Analyst, Contract-Hybrid, Laval, Quebec, Canada
SCM Services d’assurances
Laval, QC
- Part-time
ClaimsPro LP - Shared ServicesBilingual Technical Support Analyst, Contract-Hybrid, Laval, Quebec, Canada
Added 26 mins ago
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Technical Support Analyst, Contract -Edmonton, Alberta Canada or Markham, Ontario, Canada
SCM Services d’assurances
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- Part-time
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Added 27 mins ago
CC
Analyst, Insights and Pipeline Management
Canadian Cancer Society
Calgary, AB · Kelowna, BC · Prince George, BC · Vancouver, BC · Victoria, BC · St. John's, NL · Halifax, NS · Hamilton, ON · Ottawa, ON · Montreal, QC · Quebec, QC
- $52,000 to $59,000 CAD / year
- Full-time
Job Title: Analyst Insights and Pipeline Management
Added 27 mins ago
D
Senior Analyst, Portfolio and Asset Management
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Toronto, ON
- Full-time
Dream is looking for a Senior Analyst, Asset & Portfolio Management
Added 41 mins ago
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Senior Analyst, SAP Ariba
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Research Analyst (Contract)
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Calgary, AB
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Added 56 mins ago
Business Analyst
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St. John's, NL
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Added 1 hour ago
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RQ11531 – Scrum Master – Intermediate
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- Internship
…collaborate with Product Owners, and help ensure effective project delivery within an enterprise…
Added 1 hour ago
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RQ11612 – Business Analyst – Senior
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Toronto, ON
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Added 1 hour ago
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RQ11619 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
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Added 1 hour ago
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RQ11518 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
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Added 2 hours ago
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Twilio
Remote, Canada
- Full-time
- Remote
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Added 2 hours ago
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- Full-time
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Added 3 hours ago
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Canada | Toronto | Global Technology Summer Analyst - Business Analyst | 2027
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Our Global Technology Summer Analyst Program provide you with a unique experience based on your interests, development opportunities and current business needs. Analyst positions support…
Added 4 hours ago
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Added 4 hours ago
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BGIS

Service Desk Analyst

Toronto, ON, Canada

This is a regular, full-time position with a salary range of $47,118 - $58,897 per annum. · Full-time

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Job details

Pay: This is a regular, full-time position with a salary range of $47,118 - $58,897 per annum.
Job type: Full-time
Posting language: English
Posted: Oct 7, 2026

Original job description

SUMMARY

Reporting directly to the Team Leader, the Service Desk Analyst provides first level support for all technical issues, for hardware, applications and infrastructure, experienced by BGIS users. Escalates as required to ensure prompt and efficient resolution of the client’s issues, balancing between minimizing the impact on our client’s productivity and the financial impact on the entire organization. The agent is expected to work in a shift work environment.

KEY DUTIES & RESPONSIBILITIES

Responds to inquiries from a wide variety of channels including (but not limited to) phone, email voice mail, instant messaging and walk-up clients from corporate offices, customer site locations, regional users and, in ever-increasing numbers, work-from home clients, to extract information and trouble shoot to resolve hardware, application and infrastructure issues.
Provides first level support for all hardware and application issues to resolve problems promptly and efficiently and escalates issues as required.
Responds to inquiries in a prompt manner to achieve a high level of internal customer service and resolve issues efficiently.
Documents relevant issues and resolutions to ensure recurring problems are identified.
Logs support calls into the call tracking system to ensure accurate documentation is completed.
Provides training for new employees to ensure systems, processes and procedures are uniformly utilized in the department.
Prioritize and manage incidents, service requests and emails and other day to day tasks
Manage user accounts and permissions, setup email accounts and network shared folders
Identify recurring problems and report them to the relevant support teams, and provide necessary workarounds, fixes, and resolutions to the clients
Assist with maintaining Incident and End User Request Management process
Maintain responsibility for off hours support (24/7) on a rotating schedule
Occasional participation in project/assignment work may be required and must be accomplished in addition to main responsibilities as call-takers
Develop and participate in assembling knowledge base articles and/or documentation for Service Desk use
Monitor call volumes and queue wait times to ensure customers are being serviced within the department ASA
Prioritizes urgency to ensure business impact is minimized.
Respond to Team Leader requests for priority issues and provides resolutions accordingly to minimize impact on the business. These priority issues requests must be accomplished in addition to main responsibilities as call-takers

EDUCATION REQUIREMENTS

Community college diploma or equivalent training and hands-on experience
Additional courses in, or knowledge of Microsoft Office and LAN/WAN procedures would be an asset

JOB-RELATED EXPERIENCE

Minimum of 2-3 years of experience in a Service Desk environment, or equivalent hands-on experience, training and education, as well as hands-on technical support experience in a Windows environment

KNOWLEDGE & SKILLS

Excellent customer service, communication and analytical skills
Experience with service desk software (LANDesk) an asset
Problem identification and root cause analysis
Ability to organize and prioritize work in a fast-paced, changing environment
Strong analytical, communication, and customer interfacing skills
Work well in a busy team, being quick to learn and able to deal with a wide range of issues
Strong communication and customer service skills
Be Inquisitive and analytical, always looking for things that can lead to systems outages
Be flexible, creative and resourceful, able to “connect the dots”
Be a great communicator with the ability explain issues to clients with a wide variety of experience and confidence with technology quickly and concisely

Licenses and/or Professional Accreditation

CompTIA + or working towards certification

This is a regular, full-time position with a salary range of $47,118 - $58,897 per annum. The starting salary will be based on the successful candidate’s competencies, including but not limited to experience, education and performance related to this role.

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.
BGIS is a global leader in integrated facility management services. With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 50,000 facilities totaling more than 600 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric if our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!

BGIS is an equal opportunity employer, and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askPC@bgis.com. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant's accessibility needs due to disability.

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More about this job

Responsibilities

The Service Desk Analyst provides first-level technical support for hardware, applications, and infrastructure while managing incidents and service requests. They are responsible for documenting issues, maintaining knowledge base articles, and ensuring prompt resolution to minimize business impact.

Requirements

Candidates must have a community college diploma or equivalent experience, along with 2-3 years of experience in a service desk or technical support environment. Strong analytical and customer service skills are required, with knowledge of Windows environments and LAN/WAN procedures considered an asset.

Skills

Technical support
Hardware troubleshooting
Application support
Infrastructure support
Customer service
Incident management
Service desk software
Problem identification
Root cause analysis
Communication skills
Analytical skills
User account management
Knowledge base documentation
Windows environment
LAN/WAN procedures
CompTIA +

Visa sponsorship

Not detected in the job text

Keywords

Service Desk
Technical Support
Hardware
Applications
Infrastructure
Windows
LAN/WAN
Incident Management
Service Requests
LANDesk
CompTIA +
Knowledge Base
Troubleshooting
Customer Service
Facility Management
Root Cause Analysis
User Accounts
Shift Work
Documentation
Communication

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