Help Desk Support/IT Service Desk Analyst/Help Desk Support Technician

We are seeking a customer-focused Service Desk Analyst Level I to provide first-line technical support for end users across a variety of IT systems, applications, and devices. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a commitment to delivering exceptional customer service in a fast-paced, 24/7 support environment.

Key Responsibilities

• Provide technical support and resolve incidents in accordance with ITIL processes.
• Log, track, update, and close support tickets within defined SLAs.
• Troubleshoot Windows OS, Microsoft Office, desktops, laptops, mobile devices (iOS/Android), VPN, and collaboration tools.
• Support password resets, remote access tools, and workplace technology solutions.
• Escalate complex issues and coordinate with internal teams and vendors as needed.
• Maintain clear communication and ownership of incidents through resolution.

Qualifications

• Minimum 6 months of experience in a Service Desk, Help Desk, or Technical Support role.
• Experience working in a 24/7 support environment preferred.
• Knowledge of Windows, Office 365, mobile device support, VPN, and basic networking.
• Experience with ITSM/ticketing tools such as ServiceNow or similar platforms.
• Strong communication and customer service skills.
• Bilingual English/French is a plus.