ServiceNow Analyst
The role serves as the primary point of contact for end users, providing first-level technical support for hardware, software, and network connectivity. Responsibilities include troubleshooting Windows and Microsoft 365 issues while logging incidents in ITSM platforms.
- On-site
- Ontario
- Posted Aug 7, 2026
- Apply by Sep 6, 2026
- 1 position
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Job summary
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 3-10 years IT helpdesk experience. Diploma or degree in IT preferred. ITIL Foundation or CompTIA A+ desirable.
What you’ll do
The role serves as the primary point of contact for end users, providing first-level technical support for hardware, software, and network connectivity. Responsibilities include troubleshooting Windows and Microsoft 365 issues while logging incidents in ITSM platforms.
Requirements
Candidates should have 3-10 years of IT helpdesk experience and a strong background in Windows and Microsoft 365 administration. A diploma or degree in IT and certifications like ITIL Foundation or CompTIA A+ are preferred.
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
- Multi-tasking
- DNS
- DHCP
- VPN
- MFA Troubleshooting
Job areas
- Technology
- Customer Service & Support
- Consulting
- Software
Additional details
- Minimum education
- Professional degree
- Minimum experience
- 5+ years
- Apply by
- Sep 6, 2026
- Posting language
- English
- Working hours
- 40 hours per week
- Seniority
- Mid-Senior level
- Application method
- Direct apply is available