Service Desk Analyst

Job summary

The Service Desk Analyst provides front-line technical support, diagnostics, and troubleshooting for hardware, software, and application issues. They are responsible for logging incidents, managing end-user device deployment, and maintaining documentation within the ticketing system.

Job details

What it’s like to be a Northbridge Service Desk Analyst The Service Desk Analyst is responsible for assisting in providing day to day front-line user support and diagnostics for routine desktop hardware/software concerns and application questions for assigned business units and/or client groups. They provide timely and effective service and support to assigned business units and/or client groups. The Service Desk Analyst will respond to general queries for a wide variety of technologies (hardware and software) and general application questions as well as assisting in diagnosing and repairing malfunctioning equipment, carrying out regularly scheduled activities and investigating and recommending changes or upgrades to hardware/software/applications as required. We want your talent If you are great at: Responding to and resolving Level 1 support requests. Logging, tracking, and updating incidents through the ticketing system. Troubleshooting hardware, software, and network issues. Configuring and deploying end-user devices. Supporting onboarding and offboarding processes. Escalating complex issues to specialized teams. Maintaining documentation and knowledge base articles. Developing and maintaining strong working relationships with customers and team members. Strong customer-focused approach. If you have: Post secondary education in related field and/or equivalent combination of education and experience. 1-3 years of IT helpdesk, desktop support, or technical support experience. Experience supporting Windows environments. Experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or Remedy. Relevant certifications are an asset: CompTIA A+, ITIL Foundation, Microsoft Certified Fundamentals, HDI Support Center Analyst Fluently bilingual (English / French) is an asset (and a requirement in Quebec). We really mean it when we say we put you first. Here are a few ways how: We have a flexible hybrid model that allows you to work from home up to 2 days per week, with added flexibility for when you really need it. We offer competitive salaries and support your financial health through our employee share purchase plan, pension plans, RRSP, discounts on staff insurance, and more! We help you prioritize your well-being from day one through flexible health benefits, early leave days, wellness programs, rewards, and recognition programs. We are invested in helping you grow in your career through education assistance to complete your CIP, FCIP, CRM or other courses desired, internal mobility, Leadership training and mentoring programs. NBFC cares about the community and supports the causes you believe in with donation matching and team volunteer days. We’re committed to pay transparency and fairness. The base salary range for this role is $62,000 - $92,000, which reflects the expected base pay – not the total compensation package. The actual base salary may vary depending on your experience, skills, and alignment with the position. We’re also open to candidates at different levels, so if this range doesn’t quite match your expectations, don’t let that hold you back — we’d still love to hear from you. This is a real opportunity — we’re actively hiring! If the role sounds like a good fit, we encourage you to apply. Beyond base pay, we offer a robust Total Rewards program that includes benefits, wellness support, and other meaningful perks. We also want to be transparent about our hiring process. While one of our systems includes AI capabilities, over 99% of our screening is done by real people. We believe in thoughtful, human-centered hiring decisions, and are committed to giving every application the attention it deserves. #LI-TS1 Who we are: We’re Northbridge Financial. We’re proud to be 100% Canadian and owned by Fairfax Financial. We serve through our Northbridge Insurance and Federated Insurance brands. We have a reputation for being one of Canada’s leading commercial property and casualty insurance company. Our employees are dedicated to understanding the needs of our customers and we go above and beyond to help Canadian businesses have a safer and brighter future. We’re a company of passionate people who put people first. Do you want to join a team that believes in working hard – and having fun at work – all while making a difference? Look no further than Northbridge. At Northbridge Financial we embrace and celebrate you and are committed to creating an inclusive workplace for all! No matter who you are or what makes you unique, we welcome you. Please let us know how we can assist or accommodate you during the selection process.

What you’ll do

The Service Desk Analyst provides front-line technical support, diagnostics, and troubleshooting for hardware, software, and application issues. They are responsible for logging incidents, managing end-user device deployment, and maintaining documentation within the ticketing system.

Requirements

Candidates should have 1-3 years of IT helpdesk or technical support experience and familiarity with Windows environments and ticketing systems. Post-secondary education in a related field is required or an equivalent combination of education and experience.

Benefits

• Flexible hybrid model
• Employee share purchase plan
• Pension plans
• RRSP
• Discounts on staff insurance
• Flexible health benefits
• Wellness programs
• Rewards and recognition programs
• Education assistance
• Donation matching
• Team volunteer days

Listed skills

• Network Troubleshooting · Preferred
• Customer service · Preferred
• Incident Management · Preferred
• Documentation · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Desktop support
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• Ticketing systems
• ServiceNow
• Jira Service Management
• Zendesk
• Remedy
• Windows environments
• Customer service
• Technical support
• Documentation
• Incident management
• End-user device deployment
• Hardware Troubleshooting
• Commercial Real Estate
• Hybrid Model
• Workplace Inclusivity
• ITIL Foundation Certification
• Bilingual (French/English)
• HDI Support Center Analyst (HDI-SCA)
• Technical Support
• JIRA
• Customer Relationship Management
• Casualty Insurance
• Customer Service
• CompTIA A+
• Desktop Support
• Fibre Channel Over IP
• Help Desk Support
• Issue Tracking
• Leadership Development
• Microsoft Certified Professional
• Mentorship
• Service Management

Job areas

• Technology
• Customer Service & Support
• Software
• Service Desk Analyst
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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