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Posted 7 days ago

Service Desk Analyst

@ Yochana

Mississauga, Ontario

Contract
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SIGNALS

Responsibilities:

  • Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
  • Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
  • Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
  • Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
  • Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
  • Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.

Requirements summary:

  • Language requirements:
  • Must Have Skill
  • Meet SLAs and keep unresolved complaints to a minimum.
  • Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
  • Skill Requirements
  • Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).

Tools & skills

Source and dates

Source type not verified · apify-linkedin

Employer posting date
2026-11-03
First seen by our source
2026-11-10
Source record updated
2026-11-10

These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.

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Job description

Job Title: - Service Desk Analyst .

Location :- Mississauga, ON

Language requirements:

  • Canada: fluent English and French

Must Have Skill

Microsoft Windows,MS Remote Desktop Services (RDS),Touch Services,Video/Telepresence - Others

Job Summary

Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user’s language. Meet SLAs and keep unresolved complaints to a minimum.

Key Responsibilities

responsibilities

  • Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
  • Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.
  • Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
  • Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
  • Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.
  • Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
  • Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
  • Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Skill Requirements

  • 5+ years in IT support, with at least 3 years at Level 2.
  • Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
  • Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.
  • Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).
  • Working knowledge of ITIL incident, request and problem management.
  • Fluent written and spoken language skills as listed for the location.

Preferred

  • Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
  • Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.
  • Experience supporting users across several countries and time zones.

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