What are the responsibilities and job description for the Service Desk Analyst position at Jobgether?
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Analyst based in Canada.
This role is a key entry point into enterprise IT support, providing first-line technical assistance to internal users across a large, fast-paced organization. You will be responsible for handling incoming calls and chat requests, troubleshooting a wide range of technical issues, and ensuring employees receive timely and effective support. The position requires strong communication skills, a client-first mindset, and the ability to diagnose and resolve common hardware, software, and connectivity issues. You will also escalate more complex problems to higher-level support teams while maintaining ownership of the user experience. This is a high-volume, 24/7 support environment where adaptability and responsiveness are essential. It offers exposure to enterprise IT systems, modern support tools, and continuous service improvement initiatives.
\n- Act as the first point of contact for internal employees, responding to incoming calls and chat requests for technical support.
- Diagnose and resolve Level 1 technical issues related to hardware, software, mobile devices, printers, telephony, and remote access.
- Escalate more complex incidents to Level 2 support teams while ensuring proper documentation and follow-up.
- Monitor, categorize, and prioritize incoming requests to ensure timely resolution and adherence to service standards.
- Support employees through troubleshooting and guided resolution while maintaining a strong customer service experience.
- Contribute to the improvement of support processes by identifying recurring issues and suggesting procedural enhancements.
- Assist in evaluating tools and systems used within the service desk environment to improve efficiency and user experience.
Requirements:
- Previous experience in customer service, technical support, or service desk environments.
- Strong communication skills, both written and verbal, with a professional and customer-focused approach.
- Good understanding of computer operating systems and Microsoft Office applications.
- Strong analytical and problem-solving skills with the ability to troubleshoot basic technical issues effectively.
- Familiarity with tools such as ServiceNow, VPNs, RSA authentication, or similar technologies is a plus.
- Microsoft certifications or equivalent IT training are considered an asset.
- Ability to work in a fast-paced, high-volume environment with strong time management and prioritization skills.
- Strong client-first mindset with a proactive and supportive attitude.
Benefits:
- Competitive compensation aligned with Canadian part-time IT support roles.
- Flexible part-time schedule (20 hours per week) with day or night shift options.
- Opportunity to work in a large-scale enterprise IT environment with global exposure.
- Comprehensive training program to support onboarding and technical development.
- Career growth opportunities within technology support and IT operations.
- Access to structured support, coaching, and continuous learning initiatives.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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