Service Desk Analyst

Location: Ottawa

Employment Type: Full-Time, Permanent (Hybrid)

To be eligible for this role, you must have or be eligible to obtain a Government of Canada Reliability Status Screening (Canadian Citizen or Permanent Resident AND have resided in Canada for the last 5 consecutive years).

At S.i. Systems, our Service Desk Analysts are more than just support- they’re our frontline problem-solvers, communicators, and service champions. As the first point of contact you’ll play a key role in delivering exceptional technical support, resolving issues efficiently, and ensuring a great end-user experience. You’ll manage incident, request, and problem queues, document solutions, and contribute to continuous improvement within the IT Service Desk.

This role is ideal for someone with strong troubleshooting skills, a customer-first mindset, and the ability to thrive in a fast-paced, collaborative environment.

Reasons to Work for Us:

• Compensation structure that includes both base and bonus
• Competitive Health and Wellness benefits that start on your first day of employment
• 3 weeks of paid vacation plus 6 flex days
• Birthday day off
• 5 paid volunteer days per year
• Hybrid Working model - 3 days onsite (Monday, Tuesday, Thursday)
• Opportunities to develop your career and grow in Canada’s largest IT staffing company
• A commitment to learning – training, resources and tools provided to all employees
• High impact role that changes every day.

What You’ll Do:

Service Delivery & Support

• Monitor and manage incidents, service requests, and problem queues according to defined SLAs.
• Respond to user inquiries and technical issues, providing troubleshooting and configuration support both remotely and in person.
• Diagnose and resolve hardware and software issues, escalating as necessary.
• Maintain accurate documentation and update the knowledge base with resolutions and procedures.
• Deliver timely and professional communication to all customers, ensuring an exceptional level of service.
• Track, resolve, and close out incidents using the ITSM system.

Collaboration & Continuous Improvement

• Participate in IT projects and initiatives aligned with corporate goals and strategy.
• Support IT inventory administration, including the distribution and reclamation of hardware.
• Identify opportunities for process improvement and share ideas with the team.
• Maintain coverage and collaboration with peers to ensure consistent service levels.

What We’re Looking For:

• Post-secondary degree, diploma, or certificate in Information Technology or equivalent experience/certifications.
• 2+ year of experience in a Service Desk or IT Support role preferred.
• Familiarity with ITIL principles and IT service management practices.
• Strong problem-solving skills and the ability to perform root cause analysis.
• Excellent written and verbal communication skills.
• Ability to research, troubleshoot, and resolve technical issues independently and collaboratively.
• A “hungry, humble, and smart” approach - eager to learn, collaborative in nature, and mindful in communication.

Salary: $50,000-$60,000 + variable (commensurate with experience)

About S.i. Systems:

S.i. Systems is Canada’s largest professional staffing provider, working with many of Canada’s most prestigious organizations. With locations across Canada and a growing presence in the U.S., we have experienced over 20 years of rapid growth and continue to expand at an exciting pace. If this sounds like the right fit for you, apply today.

S.i. Systems is committed to fostering a positive and progressive workforce. We provide equitable treatment and accommodation to ensure barrier-free employment. If you require accommodation due to a disability, please contact Human Resources to ensure you can fully access and participate in our recruitment process.

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