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Niagara Region

Service Desk Analyst

ON, Canada
Niagara, ON, Canada

Salary Grade : 8 Salary Range : $ 30.81 - $ 32.59 · Full-time

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Job details

Pay: Salary Grade : 8 Salary Range : $ 30.81 - $ 32.59
Job type: Full-time
Apply by: Dec 9, 2026
Posting language: English
Posted: Nov 9, 2026

Original job description

Job Opening

CUPE 1287

Job Title : Service Desk Analyst

Job Opening Id : 46539 # Required : 1

Business Unit : Corporate Services Division : I.T. Solutions

Worksite: : Regional Headquarters Standard Hours : 35.00 / week

Full/Part Time : Full-Time Regular/Temporary: : Regular

Salary Grade : 8 Salary Range : $ 30.81 - $ 32.59

Post Date : 2026-11-09 Close Date : 2026-11-22

Location

Location: Thorold, ON

Division

I.T. Solutions

Important Notices & Amendments

This position currently falls within our hybrid model , allowing the employee to typically work 1 day per week from home.

Job Description

JOB SUMMARY

The Service Desk Analyst will play a key role in providing first level telephone/remote support for employees and Business Units experiencing technology-related problems. This includes but is not limited to providing initial triage, troubleshooting, and support for all reported incidents/ events.

This role responds to, diagnoses, and resolves problems through discussions with customers and help from 2nd Level Resources. The Service Desk Analyst will follow established processes for the control, escalation, tracking, and follow up on any reported problems. Provide training, repair, advice, and support to departments in the areas of installation, configuration, and end-user problem resolution. The Service Desk Analyst assists in training customers to avoid recurring problems with Desktop software and Personal computing devices.

Qualifications

EDUCATION

Completion of a three (3) year College Diploma / University degree in a Computer Science/Information Technology/Telecommunications related field of study; or
An equivalent combination of a completed, 3 year university degree / 2 year College Diploma in conjunction with recent technology related education, IT certifications, formal, related IT training, and/or recent work experience in supporting IT in a mid-sized, Microsoft-based network environment.

KNOWLEDGE/EXPERIENCE

1-3 years of recent and related experience in a customer service and a mid-size IT Service Desk role.
1-3 years of recent and related experience supporting IT Technology in a mid to large scale Microsoft networked environment.
1-3 years of recent and related experience supporting Office Automation (OA) and Personal Computer (PC) software packages;
A+, MCP, ITIL, HDI or other similar certification would be an asset;
Experience with a mainstream and current Enterprise-level, IT Service Management Tools are a definite asset.

Skills

Strong team, customer service skills and telephone support experience;
Strong knowledge of, and experience with, Microsoft Windows Operating System; and associated Microsoft Desktop Products
Experience extracting information, identifying and troubleshooting problems.
Working knowledge of email technologies such as Microsoft Outlook.
Strong PC Hardware skills, including configuration and peripherals installation;
Experience with troubleshooting, triaging and resolving desktop and hardware issues;
Working knowledge, and experience with, local and wide area network philosophies;
Working knowledge of, and experience with, the business functions in end-user departments;
Proven analytical and problem-solving abilities;
Excellent communication skills in both written and verbal form;
Professional work attitude, eager, effectively deal with constant change and conflicting priorities and learning new concepts;

SPECIAL CONDITIONS

In accordance with the Corporate Criminal Record Check Policy, the position requires to maintain a Canadian Police Clearance Certificate.

Closing Statement

Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY!

Let us know why you would be an excellent team member by submitting your online application.

We thank all candidates for their interest however, only those candidates selected for an interview will be contacted.

We confirm that we do not use AI in screening of applicants, and this position is an existing vacancy.

If You Require An Accommodation For The Application Process In Accordance With The Ontario Human Rights Code And The Accessibility For Ontarians With Disabilities Act , The Alternate Formats For Contacting Us Are As Follows

Email: myhr@niagararegion.ca
Phone: 905-980-6000 or 1-800-263-7215
Bell Relay: 1-800-855-0511
In-person: Sir Isaac Brock Way, Thorold, ON L2V 4T7 – Human Resources Department

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More about this job

Responsibilities

Provide first-level telephone and remote support to employees and business units, including triage, troubleshooting, diagnosis, and resolution of technology incidents. Track, escalate, and follow up on reported problems, and provide training and guidance on installing, configuring, and using desktop software and personal computing devices.

Requirements

Requires a three-year college diploma or university degree in a related technology field, or an equivalent combination of education, training, certifications, and recent experience. Candidates should have 1–3 years of customer service and IT service desk experience, Microsoft network and desktop support experience, strong troubleshooting and communication skills, and must maintain a Canadian Police Clearance Certificate.

Skills

Customer Service
Telephone Support
Microsoft Windows
Microsoft Desktop Products
Troubleshooting
Incident Triage
Problem Resolution
Microsoft Outlook
PC Hardware Configuration
Peripheral Installation
Local Area Networks
Wide Area Networks
Analytical Problem-Solving
Written Communication
Verbal Communication
IT Service Desk Support

Visa sponsorship

Not detected in the job text

Keywords

Service Desk
IT Support
Customer Service
Incident Management
Incident Triage
Troubleshooting
Problem Resolution
Escalation
Microsoft Windows
Microsoft Desktop Products
Microsoft Outlook
Office Automation
Personal Computers
PC Hardware
Peripheral Installation
Hardware Configuration
Local Area Networks
Wide Area Networks
Microsoft Network Environment
IT Service Management Tools
A+ Certification
Microsoft Certified Professional
ITIL
HDI
End-User Training
Remote Support
Telephone Support
Canadian Police Clearance Certificate

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