About the role
Desktop Support Analyst (L1/L2) – Windows 365 Migration
Position Overview
We are seeking a Desktop Support Analyst (L1/L2) to support a Windows 365 Cloud PC migration initiative. This role is critical to ensuring a smooth and seamless transition for end users, moving from virtual desktop environments to Cloud PCs.
This is a highly user-facing role, with a strong emphasis on communication, organization, and process execution rather than deep technical expertise. The ideal candidate will be comfortable supporting users via phone and email, following structured procedures, and managing multiple requests efficiently.
Key Responsibilities
Provide end-user support via phone and email throughout the migration process
Guide users through: Device setup and loginAccess to Windows 365 (Cloud PC)Application installation and configuration Device setup and login Access to Windows 365 (Cloud PC) Application installation and configuration Perform basic troubleshooting (OS, login, connectivity, applications) Execute tasks based on detailed checklists and standard operating procedures (SOPs) Maintain accurate updates in trackers and ticketing systems Proactively follow up with users to ensure successful migration and adoption Ensure adherence to Service Level Agreements (SLAs): Acknowledge requests within the same business dayProvide resolution or follow-up within one business day Acknowledge requests within the same business day Provide resolution or follow-up within one business day Escalate complex issues to Tier 3 support when required Collaborate effectively with internal teams to ensure service continuity
Required Qualifications
1–4 years of experience in: Desktop SupportIT Support / Help DeskEnd User Support Desktop Support IT Support / Help Desk End User Support Proven experience supporting users via: Phone (voice support)Email (written communication) Phone (voice support) Email (written communication) Strong communication and interpersonal skills Hands-on experience with: Windows OS troubleshootingApplication installation and supportDevice setup and user onboarding Windows OS troubleshooting Application installation and support Device setup and user onboarding Ability to follow structured processes and documentation Strong organizational and multitasking skills
Preferred Qualifications
Exposure to: Windows 365 / Cloud PCVirtual desktop environments (VDI, Azure Virtual Desktop, etc.)
Windows 365 / Cloud PC
Virtual desktop environments (VDI, Azure Virtual Desktop, etc.)
Experience in: Migration, rollout, or deployment projects
Migration, rollout, or deployment projects Familiarity with ticketing and tracking systems
Key Competencies
Clear and effective communication (verbal and written)
Strong attention to detail Process adherence and execution discipline Customer-centric mindset Organization and time management
Service Level Expectations (SLA)
All user requests must be acknowledged within the same business day
A complete response or resolution should be provided within one business day Maintain proactive communication with users throughout the migration process
Work Environment
Migration will be executed in phased waves (30 to 150 users per cycle)
Approximately 10–15% of users may require active support High volume of user interaction via phone and email Structured and process-driven environment
⚠️ Important Note
This is not an engineering or architecture role. We are specifically seeking candidates who are:
Hands-on and user-focused
Strong communicators Comfortable following structured processes and checklists
Not the right fit? Search for Desktop Support Analyst jobs in Canada
About Insi
Insi is a consultancy specializing in digital evolution, acting as a strategic partner to organizations on their transformation journey and connecting diagnosis, strategy, and execution to deliver tangible results. With a global presence, more than 2,700 employees across 27 countries, and over 200 clients, the company helps businesses identify opportunities, advance their digital maturity, and implement solutions that drive efficiency, growth, and competitiveness. Drawing on deep expertise in applied artificial intelligence, Insi runs projects end to end, from assessing scenarios and shaping strategy to delivering solutions powered by intelligent agents. Its service ecosystem puts AI to work to raise productivity, lower costs, and accelerate value creation, combining advanced technology, business fluency, and a human-centered approach that turns complex challenges into measurable results.
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About the role
Desktop Support Analyst (L1/L2) – Windows 365 Migration
Position Overview
We are seeking a Desktop Support Analyst (L1/L2) to support a Windows 365 Cloud PC migration initiative. This role is critical to ensuring a smooth and seamless transition for end users, moving from virtual desktop environments to Cloud PCs.
This is a highly user-facing role, with a strong emphasis on communication, organization, and process execution rather than deep technical expertise. The ideal candidate will be comfortable supporting users via phone and email, following structured procedures, and managing multiple requests efficiently.
Key Responsibilities
Provide end-user support via phone and email throughout the migration process
Guide users through: Device setup and loginAccess to Windows 365 (Cloud PC)Application installation and configuration Device setup and login Access to Windows 365 (Cloud PC) Application installation and configuration Perform basic troubleshooting (OS, login, connectivity, applications) Execute tasks based on detailed checklists and standard operating procedures (SOPs) Maintain accurate updates in trackers and ticketing systems Proactively follow up with users to ensure successful migration and adoption Ensure adherence to Service Level Agreements (SLAs): Acknowledge requests within the same business dayProvide resolution or follow-up within one business day Acknowledge requests within the same business day Provide resolution or follow-up within one business day Escalate complex issues to Tier 3 support when required Collaborate effectively with internal teams to ensure service continuity
Required Qualifications
1–4 years of experience in: Desktop SupportIT Support / Help DeskEnd User Support Desktop Support IT Support / Help Desk End User Support Proven experience supporting users via: Phone (voice support)Email (written communication) Phone (voice support) Email (written communication) Strong communication and interpersonal skills Hands-on experience with: Windows OS troubleshootingApplication installation and supportDevice setup and user onboarding Windows OS troubleshooting Application installation and support Device setup and user onboarding Ability to follow structured processes and documentation Strong organizational and multitasking skills
Preferred Qualifications
Exposure to: Windows 365 / Cloud PCVirtual desktop environments (VDI, Azure Virtual Desktop, etc.)
Windows 365 / Cloud PC
Virtual desktop environments (VDI, Azure Virtual Desktop, etc.)
Experience in: Migration, rollout, or deployment projects
Migration, rollout, or deployment projects Familiarity with ticketing and tracking systems
Key Competencies
Clear and effective communication (verbal and written)
Strong attention to detail Process adherence and execution discipline Customer-centric mindset Organization and time management
Service Level Expectations (SLA)
All user requests must be acknowledged within the same business day
A complete response or resolution should be provided within one business day Maintain proactive communication with users throughout the migration process
Work Environment
Migration will be executed in phased waves (30 to 150 users per cycle)
Approximately 10–15% of users may require active support High volume of user interaction via phone and email Structured and process-driven environment
⚠️ Important Note
This is not an engineering or architecture role. We are specifically seeking candidates who are:
Hands-on and user-focused
Strong communicators Comfortable following structured processes and checklists
Not the right fit? Search for Desktop Support Analyst jobs in Canada
About Insi
Insi is a consultancy specializing in digital evolution, acting as a strategic partner to organizations on their transformation journey and connecting diagnosis, strategy, and execution to deliver tangible results. With a global presence, more than 2,700 employees across 27 countries, and over 200 clients, the company helps businesses identify opportunities, advance their digital maturity, and implement solutions that drive efficiency, growth, and competitiveness. Drawing on deep expertise in applied artificial intelligence, Insi runs projects end to end, from assessing scenarios and shaping strategy to delivering solutions powered by intelligent agents. Its service ecosystem puts AI to work to raise productivity, lower costs, and accelerate value creation, combining advanced technology, business fluency, and a human-centered approach that turns complex challenges into measurable results.