Job Title: Service Desk Support Analyst
Location: Toronto, ON (Hybrid)
Estimated Duration: 3 – 5 Months
Job Title: Service Desk Analyst
Schedule: Primarily weekday shifts with one week of on-call responsibilities per month
Position Overview:
We are seeking a highly motivated and detail-oriented Service Desk Analyst to join our IT team in supporting a dynamic, fast-paced airline environment. This role is critical in providing first and second-level technical support and ensuring the seamless operation of IT systems across various departments, including corporate offices, and remote teams.
Key Responsibilities:
- Serve as the first point of contact for users seeking technical assistance via phone, email, or service management tools.
- Troubleshoot and resolve hardware, software, network, and application issues in a timely and professional manner.
- Escalate unresolved incidents to appropriate support teams while ensuring clear documentation and communication throughout the process.
- Monitor system alerts, track incidents and service requests, and follow up with users to ensure satisfactory resolution.
- Maintain and update knowledge base articles and technical documentation.
- Support onboarding and offboarding processes, including user account creation, equipment setup, and software provisioning.
- Collaborate with other IT teams to support infrastructure, application rollouts, and upgrades.
- Participate in a rotating on-call schedule and be available for after-hours support when necessary.
- Be available for overtime during periods of high demand, system outages, or special projects.
Qualifications:
- Diploma or degree in Information Technology or a related field, or equivalent work experience.
- Minimum 1-2 years of experience in a service desk or technical support role.
- Proficiency in troubleshooting Windows and macOS environments, Microsoft 365, remote support tools, and common enterprise applications.
- Strong interpersonal and communication skills with a customer-centric approach.
- Ability to manage multiple priorities and work effectively under pressure.
- Familiarity with ITIL practices and service management tools (e.g., ZenDesk, ServiceNow, Jira) is an asset.
- Experience in the aviation or transportation industry is a plus.
Additional Requirements:
- Flexibility to work shifts, including participation in an on-call rotation.
- Willingness to work occasional overtime based on operational needs.
The pay range that the employer reasonably expects to pay for this position is between CA$21.00 and CA$25.00
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
Applications will be accepted on an ongoing basis.
Tundra Technical Solutions would like to thank you for the interest you have demonstrated in this opportunity. However, only candidates with the required skills will be contacted.
Tundra Technical Solutions is an Equal Opportunity/Affirmative Action Employer. We welcome and encourage diversity in our workplace.
Not interested in this position, but know somebody who might be? Check out our Referral Reward Program, referrals are a big secret behind our success. As always, we’re on the lookout for great people. And we know that you know great people!
Tundra Technical Solutions is among North America’s leading providers of Information Technology and Engineering staffing and consulting services. Our success and our clients’ success are built on a foundation of service excellence. Rather than continually trying to sell to new clients and companies and simply filling databases with candidates, we focus on developing stronger relationships and deeper knowledge of our existing clients’ challenges and opportunities.
Open ears. Open minds. Open futures