Service Desk Analyst Jobs in Prince George, British Columbia, Canada
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Prince George, British Columbia, Canada
About the role
Title: Service Desk Analyst (L1)
Location: Mississauga, Ontario (Hybrid)
Role Overview
The Service Desk Analyst (L1) serves as the primary point of contact for end users requiring IT support within a managed services environment. The role focuses on delivering first-level technical assistance for hardware, software, network connectivity, and collaboration tools while ensuring compliance with service level agreements (SLAs).
Key Responsibilities
Provide first-line technical support for desktops, laptops, mobile devices, and peripherals. Troubleshoot Windows 10/11 issues and common enterprise applications. Support Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive. Handle password resets, MFA troubleshooting, and account unlock requests. Log and track incidents and service requests in ITSM platforms. Escalate complex incidents to L2/L3 teams while maintaining communication with users.
Required Skills & Qualifications
Windows OS troubleshooting Microsoft 365 user administration Basic Active Directory management Networking fundamentals (DNS, DHCP, VPN) Experience with ITSM platforms Soft Skills Strong communication skills Customer service orientation Ability to multitask Problem-solving mindset Education & Experience 1–3 years IT helpdesk experience. Diploma or degree in IT preferred. ITIL Foundation or CompTIA A+ desirable.
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About ValueMomentum
ValueMomentum is a leading solutions provider for the global property and casualty insurance industry, supported by deep domain and technology capabilities. We help insurers stay ahead with sustained growth and high performance for enhancing stakeholder value and fostering resilient societies. Trusted by over 100 insurers, ValueMomentum is one of the largest services providers exclusively focused on the property and casualty.
ValueMomentum is headquartered in Piscataway, NJ, with state-of-the-art delivery centers in Piscataway, NJ; Hyderabad, Pune, and Coimbatore in India; Toronto in Canada; and London in the United Kingdom.