Service Desk Analyst
Provide first-level technical support for hardware, software, and network connectivity for end users. Log and track incidents in ITSM platforms and escalate complex issues to higher-level technical teams.
- Hybrid
- Mississauga, ON
- Posted Aug 3, 2026
- Apply by Sep 2, 2026
- 1 position
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Job summary
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.
What you’ll do
Provide first-level technical support for hardware, software, and network connectivity for end users. Log and track incidents in ITSM platforms and escalate complex issues to higher-level technical teams.
Requirements
Requires 1-3 years of IT helpdesk experience with proficiency in Windows and Microsoft 365. A diploma or degree in IT is preferred, along with ITIL or CompTIA A+ certifications.
Listed skills
- Customer servicePreferred
- Problem solvingPreferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Windows OS Troubleshooting
- Microsoft 365 Administration
- Active Directory
- Networking Fundamentals
- ITSM Platforms
- Customer Service
- Problem Solving
- Communication Skills
- Multi-tasking
Job areas
- Technology
- Customer Service & Support
- Consulting
Additional details
- Minimum education
- Professional degree
- Minimum experience
- 2+ years
- Apply by
- Sep 2, 2026
- Posting language
- English
- Working hours
- 40 hours per week
- Seniority
- Associate
- Application method
- Direct apply is available