Service Desk Analyst

Role overview

This opportunity is for a Canada-based Service Desk Analyst on behalf of a partner organization that oversees the application process and subsequent hiring steps. The role serves as an entry-level gateway into enterprise IT support, where you will provide first-line help to internal employees in a busy, high-volume environment.

You will handle incoming phone and chat requests, investigate and resolve common technology problems, and make sure users receive prompt, helpful support. The position calls for clear communication, a service-oriented approach, and the ability to work through issues involving hardware, software, and connectivity. When problems require deeper expertise, you will route them to the appropriate Level 2 teams while continuing to own the overall user experience. The role operates in a 24/7 support setting and offers exposure to enterprise systems, modern service desk tools, and ongoing process improvement work.

Key accountabilities

• Serve as the initial contact for employees seeking technical help through calls and chat.
• Work through Level 1 incidents involving hardware, software, mobile devices, printers, telephony, and remote access.
• Document issues carefully, hand off more complex cases to Level 2 support, and keep track of follow-up actions.
• Review, classify, and sort incoming requests so they are handled within expected service timelines.
• Guide users through troubleshooting steps while delivering a positive, customer-focused support experience.
• Look for repeated issues and recommend changes that can improve support workflows and procedures.
• Help assess the tools and systems used by the service desk to support better efficiency and usability.

Required profile

Candidates should have prior exposure to customer service, technical support, or a service desk setting. The job requires strong spoken and written communication, a professional manner, and a consistently customer-first attitude.

You should understand computer operating systems and be comfortable with Microsoft Office applications. Strong analytical thinking and practical troubleshooting ability are needed to resolve basic technical issues effectively. Experience with ServiceNow, VPNs, RSA authentication, or similar technologies is beneficial. Microsoft certifications or equivalent IT training are considered an advantage. Because the work is fast-paced and high-volume, good time management, prioritization, and adaptability are important.

Benefits and working conditions

• Compensation is positioned competitively for Canadian part-time IT support roles.
• Flexible part-time hours of 20 per week, with both day and night shift options.
• Opportunity to support a large enterprise environment with global exposure.
• Structured onboarding and training to support technical growth.
• Potential for career progression in technology support and IT operations.
• Access to coaching, guided support, and continuous learning initiatives.

Application and hiring notes

This position is managed through a partner-led hiring process. Applications are reviewed using an AI-assisted matching workflow to identify strong fits against the role’s core requirements. Shortlisted candidates are then passed to the hiring company, which handles interviews, assessments, and final selection.

By applying, candidates acknowledge that personal data may be processed to evaluate suitability and shared with the employer as part of pre-contractual and legitimate-interest processing. Applicants may exercise applicable privacy rights, including access, correction, deletion, and objection. AI tools may assist with application review and response analysis, but final hiring decisions are made by people.