Service Desk Analyst

Thunder Bay, ON, Canada

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Job details

Posting language: English
Posted: Oct 9, 2026

Original job description

About Us:

Exchange Technology Services is a leading IT consulting company in Winnipeg and part of the Exchange Income Corporation's family of companies. We provide a wide range of services, including Managed IT, Project Management, Business Intelligence, Cyber Security, Digital Transformation, Training Services, Installation Services, and Telecommunications across Canada and the US.

If you are looking for a fast-paced career, serving enterprise customers and managing diverse IT projects, we invite you to join us.

Our work environment is dynamic, filled with learning opportunities, exciting and challenging projects, and a chance to make a positive impact on clients’ businesses. We value teamwork, fun, and achieving amazing results together.

JOB OVERVIEW
	Reporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing technical support to end-users, troubleshooting issues, and providing excellent customer service. Job Location: 151 Brock St. W. Thunder Bay, ON.
KEY RESPONSIBILITIES
	Managing incidents and service requests Maintaining documentation Communication with clients regularly Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc) Additional responsibilities as assigned.
QUALIFICATIONS
	EDUCATION & EXPERIENCE
		Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required Previous experience in a Customer Service or Helpdesk Environment is preferred
	KNOWLEDGE, SKILLS & ABILITIES
		Technical Support and Troubleshooting skills Analytical skills with the ability to solve complex issues Excellent customer support and customer service skills Ability to work well in a team A theoretical working knowledge of virtualization and remote application delivery services preferred Strong ability to prioritize tasks and meet deadlines Strong attention to detail and accuracy Professional verbal and written communication skills Experience in a fast-paced environment with multitasking responsibilities Must possess a valid driver’s license and be willing to travel regularly to client locations
WORKING CONDITIONS
	Must be able to obtain and maintain a clear criminal record check Physically able to perform all listed job duties This role involves working in a variety of environments and includes regular interaction with staff and members of the public On Call/Shiftwork as required to provide after-hour client support Various shifts at a fast pace to meet service level requirements of our clients Must be able to obtain and maintain a clear criminal record check Physically able to perform all listed job duties

Methods and procedures described or implied in the job profile may be altered to accommodate employees.

What We Offer:

Competitive salary and benefits package
Registered Retirement Savings Plan with Company Matching
Employee Share Purchase Plan
Subsidized Phone Plan
Opportunities for professional development and career growth
Collaborative and innovative work environment

If this sounds like an opportunity you would like to be a part of, please apply!

Please note, Exchange Technology Services is an equal opportunity employer. We are committed to building a diverse and inclusive workplace and encourage applications from all qualified individuals. Accommodations are available upon request throughout the recruitment process. Please reach out to careers@exchangetech.ca if you have any questions.

Exchange Technology Services uses Artificial Intelligence (AI) to generate candidate summaries based on information provided in the candidate's application and resume. These summaries are intended to support, but not replace, human review during the recruitment process. We do not use AI to make any final hiring or interview decisions.

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More about this job

Responsibilities

The Service Desk Analyst is responsible for providing technical support, troubleshooting hardware and software issues, and maintaining documentation for end-users. They will also participate in IT services such as backups and system restoration while ensuring excellent customer service.

Requirements

Candidates should have a degree or diploma in IT or a related field and experience with Microsoft environments, Active Directory, and hardware maintenance. Strong analytical, communication, and multitasking skills are required, along with a valid driver's license for regular travel.

Skills

Technical support
Troubleshooting
Customer service
Active Directory
Windows Operating Systems
Office 365
SharePoint
Microsoft Azure
Microsoft Exchange
Hardware maintenance
Incident management
Virtualization
Analytical skills
Communication skills
Time management
Multitasking

Benefits

Competitive salary
Registered Retirement Savings Plan with Company Matching
Employee Share Purchase Plan
Subsidized Phone Plan
Professional development
Career growth

Visa sponsorship

Not detected in the job text

Keywords

Service Desk
IT Consulting
Managed IT
Cyber Security
Digital Transformation
Technical Support
Troubleshooting
Office 365
SharePoint
OneDrive
Microsoft Azure
Microsoft Exchange
Active Directory
Domain Services
Windows Server
Hardware
Virtualization
Remote Application Delivery
Incident Management
Service Requests
Customer Service
Helpdesk
IT Services
Backup
Restoration
Thread Prevention
Enterprise Customers
Project Management

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