Service Desk Analyst

Job Title: Service Desk Analyst

Location: Toronto, ON (Hybrid)
    
Estimated Duration: 12 Months

Service Desk Analyst
Our Client in the public sector is seeking a Service Desk Analyst to provide frontline technical expertise and support for our client’s IT Infrastructure and Operations team, ensuring the stability, availability, and responsiveness of systems and services. The position plays a key role in day-to-day IT operations, supports incident coordination. In addition to day-to-day responsibilities, the role will assist the team in delivering current and future modernization initiatives and projects, as required.

2. Key Responsibilities

• Provide day-to-day technical support across a range of hardware, software, and end-user computing environments
• Act as an incident coordinator during service disruptions and participate in issue resolution and follow-up
• Support modernization initiatives such as the Windows 11 rollout, Intune implementation, Citrix transition, and related infrastructure projects
• Assist in deploying, configuring, and maintaining IT equipment including laptops, desktops, mobile devices, and boardroom technology
• Maintain and update the IT asset inventory system, ensuring proper equipment tracking, recovery, and secure disposal
• Participate in the coordination, testing, and rollout of new systems, applications, and upgrades
• Assist with documentation, knowledge base updates, and process improvements
• Provide informal guidance and support to junior staff or co-op students
• Stay informed on current and emerging technologies relevant to end-user computing and infrastructure operations

3. Knowledge

• Solid understanding of information technology systems, including hardware, software, operating systems, and network applications.
• Knowledge of Citrix environments, including virtual desktops and remote access tools.
• Strong working knowledge of Windows operating systems (Windows 10/11), including installation, configuration, and troubleshooting.
• Familiarity with Microsoft Intune and mobile device management (MDM) concepts for managing Windows and iOS endpoints.
• Experience supporting iPhones and iOS devices, including email, MFA, and secure app configuration.
• Knowledge of IT service management practices, including incident, change, and problem management, along with ticketing system use for tracking, analysis, and reporting.
• Strong knowledge of LAN and PC hardware/software architecture, including endpoint troubleshooting and configuration.
• Proficient in common PC applications such as Microsoft 365, web browsers, productivity tools, graphics utilities, and security suites.
• Working knowledge of automation tools and basic scripting (e.g., PowerShell, batch scripting) to streamline routine IT tasks and improve efficiency.
• Understanding of documentation standards and best practices for maintaining accurate and up-to-date technical records, procedures, and support materials.

4. Skills

• Strong verbal communication skills to effectively support users, gather issue details, and collaborate with technical and non-technical staff.
• Excellent interpersonal skills to guide users through issue resolution, explain technical concepts clearly, and support knowledge sharing within the team.
• Effective written communication skills to create user guides, document procedures, and report on incidents or resolutions.
• Proficient in troubleshooting Windows, Citrix, and iOS environments, resolving technical issues across hardware and software platforms.
• Strong analytical and problem-solving skills, with the ability to assess complex situations and determine appropriate solutions.
• Ability to manage and prioritize multiple tasks, ensuring timely service delivery and responsiveness to business needs.
• Demonstrated ability to work independently and collaboratively in a dynamic IT operations environment.
• Knowledge of log analysis and system monitoring tools to support diagnostics, performance reviews, and proactive issue identification.
• Physical ability to safely lift and move IT equipment or boxes weighing up to 15 kg, when required.

5. Work Conditions

• Requires on-site presence at the office five (5) days per week.
• May occasionally require schedule flexibility based on project needs or system support activities.

6. Freedom of Action

• The role operates with a high degree of independence under the general direction of the Senior Manager, IT Lead, and Service Desk Lead, and in accordance with IT policies, procedures, guidelines, and standards. Responsibilities include providing technical support for end-user computing, assisting with system operations and maintenance, and addressing hardware, software, and network-related issues.
• The position requires the ability to assess and resolve technical issues independently, while also identifying when escalation to the IT Lead or other senior team members is necessary. The role may also include recommending practical solutions to address recurring issues or resource gaps, and suggesting improvements related to system performance or user experience.
• Sound judgment is essential when interacting with users, evaluating the urgency and impact of reported issues, and determining the appropriate course of action to ensure minimal disruption to business operations.
• The role also requires a commitment to ongoing learning and staying current with the client’s systems, tools, and procedures to maintain effective and responsive service delivery.