Service Desk Analyst (Intermediate)

We are seeking an experienced Service Desk Analyst to provide responsive, reliable first- and second-line IT support to users across a large enterprise environment. The successful candidate will diagnose and resolve hardware, software, access, endpoint, and Microsoft 365 issues, manage service requests through an ITSM platform, and deliver a positive end-user experience.

The role requires strong troubleshooting skills, clear communication, accurate ticket documentation, and the ability to work within established service management, security, and escalation procedures.

• Provide first- and second-line technical support to end users across an environment supporting 1,000+ users.
• Log, categorise, prioritise, investigate, resolve, and escalate incidents and service requests using ServiceNow or a comparable ITSM ticketing platform.
• Troubleshoot Windows 11 Enterprise desktops and laptops, Microsoft 365 applications, Outlook, Exchange Online, Microsoft Edge, and Google Chrome.
• Support user accounts, authentication, password resets, group memberships, and access-related requests using Microsoft Entra ID, following approved identity and access management procedures.
• Assist with Microsoft Intune device enrolment, compliance checks, endpoint configuration, and troubleshooting for supported devices.
• Provide support for corporate iOS devices, including iPhones and iPads, and troubleshoot enrolment and management issues.
• Diagnose Microsoft 365 and Exchange Online issues, including Outlook connectivity, email access, calendars, and common collaboration problems.
• Support Microsoft Defender for Endpoint and related security controls by following approved procedures and escalating suspected security incidents promptly.
• Assist users with mobile connectivity and service-related issues involving Bell Canada/Mobility, escalating carrier-dependent problems where required.
• Maintain accurate ticket notes, troubleshooting steps, resolution details, and user communications.
• Create and maintain knowledge-base articles, standard operating procedures, and self-service guidance to improve first-contact resolution and reduce recurring incidents.
• Follow incident, request, change, escalation, security, and data-handling procedures.
• Meet agreed service-level targets while maintaining professional communication with technical and non-technical users.
• Collaborate with infrastructure, security, application, and service management teams to resolve complex issues and identify recurring problems.
  

• 4–7 years of hands-on experience in first- and second-line service desk or end-user IT support.
• Experience supporting enterprise environments with approximately 1,000 or more users.
• Practical experience with ITSM ticketing tools such as ServiceNow or equivalent platforms.
• Strong troubleshooting skills across Windows 11, Microsoft 365, Outlook, and Exchange Online.
• Experience with Microsoft Entra ID account and access administration.
• Experience supporting endpoint enrolment and management using Microsoft Intune.
• Familiarity with iOS devices, mobile device management, and corporate mobility support.
• Ability to document incidents, resolutions, and technical procedures clearly.
• Strong customer service, prioritisation, communication, and escalation skills.
• Ability and willingness to work during Alberta business hours, including the corresponding night shift for India-based candidates.