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Thinkon Inc

Service Desk Analyst

Toronto, ON, Canada

Pay: $55,000 to $59,000 CAD / year
Job type: Full-time
Posting language: English
Posted: Sep 30, 2026

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Original job description

The Service Desk Analyst will act as the single point of contact for all incidents and services being provided to our customers. This role will be responsible for coordinating the delivery of services to our customers and incident management processes. The Service Desk Analyst must be capable of coordinating with the internal team to provide a high level of support and customer service.

ThinkOn is a remote-first organization. At this time, we are welcoming candidates from North Bay, Ontario as this is a hybrid position. This position will be a rotating 8-hour shift over 24-hours, 7 days a week. You will be scheduled to work 40 hours over 5 days in any given 7-day week.

You Will:

Monitor incoming tickets, liaise and communicate with the customer/partner/vendor, gather pertinent information regarding issues and update the tickets
Ensure tickets are properly updated
Work to meet service metrics for all types of work required
Escalate higher priority issues and escalations as per internal process - Monitor and take phone calls from customers, partners, and vendors
Notify management when there are issues, risks, service metrics or schedules that cannot be met
Follow up on ongoing support issues and communicating with all parties involved
Create and update documentation of internal and external operations processes
Identify opportunities to enhance productivity, effectiveness, and operational efficiency
Provide escort to customers/vendors/partners and internal staff to North Bay location
Help manage and maintain North Bay location
Operation maintenance activities as assigned
Other duties as assigned

You Have:

Education or experience in Information Technology
Education or experience in ITIL/ITSM methodologies
Experience in a Call Centre or Service Centre and IT Operations environment
Knowledge of Information technology concepts, specifically in Virtualization, IT Infrastructure, data storage, networking, and Disaster Recovery
Service Desk and Incident Management skills
Service Delivery and Engagement Coordination skills
Able to maintain a high work ethic
Excellent analytical and problem-solving skills with the ability to think outside the box and be innovative and resourceful
Ability to quickly learn new software and hardware technologies
Strong time management skills with the ability to effectively prioritize work
Strong written and verbal communication skills with the ability to communicate with all parties involved; In English and in French for bilingual roles

About ThinkOn Inc. | Where Data Thrives:

Founded in 2013, ThinkOn is a managed infrastructure services provider (MISP) with a global data center footprint, focused on empowering partners to do whatever they need to do with their data. ThinkOn’s team of data-obsessed experts protect clients’ data like it’s their own, making it more resilient, secure, actionable, and searchable. ThinkOn is Channel First and works with a global network of value-add resellers and managed service providers to provide creative, turnkey Infrastructure-as-a-Service (IaaS), Disaster Recovery-as-a-Service (DRaaS), and Backup-as-a-Service (BaaS) solutions and data management services that are fast, flexible, scalable, highly secure, and cost-effective with predictable pricing and no hidden fees. ThinkOn has data centers located across North America, the United Kingdom, Australia, and the Caribbean.

Recognized for its substantial growth and global success, ThinkOn has been named to several notable lists, including The Globe and Mail’s Report on Business ranking of “Canada’s Top Growing Companies” (2021 and 2022), the Deloitte Technology Fast 500 (2021 and 2022), the Deloitte Technology Fast 50 (2021), CIOReview’s “Most Promising Backup Solution Provider” (2021), the Canadian Business “Growth List,” and Channel Daily News’ “Top 100 Solution Providers” (2021).

ThinkOn is headquartered in Toronto, Ontario. To learn more, visit www.ThinkOn.com

Accessibility Accommodations:

ThinkOn is committed to a workforce that is reflective of diverse populations. We welcome applications from qualified individuals from all backgrounds. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and accessibility standards across Canada, ThinkOn provides accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodations, please let us know and we will work with you to meet your needs. We are committed to a selection process and work environment that is inclusive, equitable, accessible, and adheres to our corporate values.

Learn more about our corporate values at www.ThinkOn.com/values/. 

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More about this job

Responsibilities

The Service Desk Analyst acts as the primary point of contact for customer incidents and service requests while coordinating delivery and support processes. They are responsible for monitoring tickets, communicating with stakeholders, and maintaining operational efficiency at the North Bay location.

Requirements

Candidates should have education or experience in Information Technology, specifically with ITIL/ITSM methodologies and call center operations. Proficiency in IT infrastructure concepts such as virtualization, networking, and disaster recovery is required.

Skills

Service Desk
Incident Management
ITIL
ITSM
Customer Service
Virtualization
IT Infrastructure
Data Storage
Networking
Disaster Recovery
Problem-solving
Analytical skills
Time management
Communication
Documentation

Visa sponsorship

Not detected in the job text

Keywords

Service Desk
Incident Management
ITIL
ITSM
Virtualization
IT Infrastructure
Data Storage
Networking
Disaster Recovery
Call Centre
Managed Infrastructure Services
IaaS
DRaaS
BaaS
Data Management
Customer Support
Technical Support
Operations
Ticket Monitoring
Problem Solving

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