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Yochana

Service Desk Analyst

Mississauga, ON, Canada

Contract

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Job details

Job type: Contract
Apply by: Dec 4, 2026
Posting language: English
Posted: Nov 4, 2026

Original job description

Job Title: - Service Desk Analyst .

Location :- Mississauga, ON

Language requirements:

Canada: fluent English and French

Must Have Skill

Microsoft Windows,MS Remote Desktop Services (RDS),Touch Services,Video/Telepresence - Others

Job Summary

Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user’s language. Meet SLAs and keep unresolved complaints to a minimum.

Key Responsibilities

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, including in local languages, to raise first-contact resolution.
Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Skill Requirements

5+ years in IT support, with at least 3 years at Level 2.
Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.
Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).
Working knowledge of ITIL incident, request and problem management.
Fluent written and spoken language skills as listed for the location.

Preferred

Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.
Experience supporting users across several countries and time zones.

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More about this job

Responsibilities

Resolve Level 2 incidents and service requests escalated from the Service Desk, troubleshooting operating systems, networks, applications, endpoints, and access issues while meeting SLAs. Escalate complex issues to specialist teams, follow tickets through closure, and document fixes and user updates.

Requirements

Requires 5+ years of IT support experience, including at least 3 years at Level 2, strong Windows, Microsoft 365, and directory-management skills, and solid networking fundamentals. Fluent English and French are required for the Mississauga location; ITSM, remote-support tools, and relevant certifications are also sought or preferred.

Skills

Microsoft Windows
Microsoft 365
Active Directory
Entra ID
Networking
TCP/IP
DNS
DHCP
VPN
Intune
Remote Desktop Services
ITSM
ServiceNow
ITIL
French
English

Visa sponsorship

Not detected in the job text

Keywords

Level 2 Support
Microsoft Windows
Windows 10
Windows 11
macOS
iOS
Android
Microsoft 365
Outlook
Exchange
Teams
OneDrive
SharePoint
Active Directory
Entra ID
Intune
Group Policy
Okta
Single Sign-On
Multi-Factor Authentication
TCP/IP
DNS
DHCP
VPN
LAN/WAN
ServiceNow
ITIL
Remote Desktop Services
CompTIA A+
Network+

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