Service Desk Analyst
- Mississauga, ON, Canada
Contract
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Job details
- Job type
- Contract
- Apply by
- Experience
- Experience: 5+ years in IT support, with at least 3 years at Level 2.
- Posting language
- English
- Posted
Original job description
Job Title: Service Desk Analyst
Location: Mississauga, ON, Canada
Job Summary
Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications, and endpoint management. Meet SLAs and keep unresolved complaints to a minimum.
Key Responsibilities
- Resolve Level 2 incidents and service requests escalated from the Service Desk within SLA.
- Troubleshoot Windows 10/11, macOS, iOS, and Android devices remotely.
- Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP, and proxy/firewall-related access.
- Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA, and access provisioning.
- Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
- Escalate to Field Services, Network, or Engineering teams with full diagnostics and follow tickets through to closure.
- Document fixes and maintain knowledge-base articles to raise first-contact resolution.
- Communicate clearly with users, keeping them updated on progress and agreed follow-ups.
Requirements & Skills
- Experience: 5+ years in IT support, with at least 3 years at Level 2.
- Must Have Skills: Microsoft Windows, MS Remote Desktop Services (RDS), Touch Services, Video/Telepresence, Strong Windows OS, Microsoft 365, Active Directory/Entra ID, and solid networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
- Language Requirements: Fluent English and French.
- Technical Proficiency: Experience with ITSM tools (ServiceNow preferred) and remote support tools (e.g., LogMeIn, TeamViewer, Nexthink).
- Methodology: Working knowledge of ITIL incident, request, and problem management.
Preferred Qualifications
- Certifications: CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
- Experience with macOS management, VMware/Citrix virtual desktops, or insurance/financial-services clients.
- Experience supporting users across several countries and time zones.
Thanks & Regards,
BABU ALI
(Recruitment Consultant)
Raas Infotek Corporation.
E-Mail: babu.ali@raasinfotek.com
Website: www.raasinfotek.com
More about this job
Responsibilities
Resolve Level 2 incidents and service requests escalated from the Service Desk, troubleshooting operating systems, devices, networks, identities, Microsoft 365, and business applications while meeting SLAs. Escalate complex issues with complete diagnostics, track them through closure, document solutions, maintain knowledge-base articles, and keep users informed.
Requirements
Requires at least five years of IT support experience, including three years at Level 2, strong Windows and Microsoft 365 skills, identity-management experience, and solid networking fundamentals. Requires fluent English and French, experience with ITSM and remote-support tools, and working knowledge of ITIL; relevant certifications and experience with macOS, virtual desktops, or financial-services clients are preferred.
Skills
- Windows 10/11
- Microsoft 365
- Active Directory
- Entra ID
- Microsoft Remote Desktop Services
- Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Intune
- ServiceNow
- ITIL
- Remote Support
- macOS
- French
Visa sponsorship
Not detected in the job text
Hiring contact
Babu Ali
Hiring contact email
babu.ali@raasinfotek.com
Categories
- Technology
- Customer Service & Support
Keywords
- Level 2 Support
- Service Desk
- Windows 10/11
- macOS
- iOS
- Android
- Microsoft 365
- Outlook
- Exchange
- Teams
- OneDrive
- SharePoint
- Active Directory
- Entra ID
- Azure AD
- Intune
- Group Policy
- Okta
- Single Sign-On
- Multi-Factor Authentication
- TCP/IP
- DNS
- DHCP
- VPN
- LAN/WAN
- ServiceNow
- ITIL
- CompTIA A+
- Network+
- Microsoft MD-102