Junior IT Service Desk Analyst Job

Job Overview

Toronto, Ontario
Job Type
Salary / Compensation
Details Not Provided
Date Posted
1 year ago

Additional Details

Entry Level (0 - 2 Years)

Job Description

We are looking for a Junior IT Service Desk Analyst to join our Toronto office on a 6-month contract with the potential for full-time. Reporting to our IT Manager, the Service Desk Analyst will be responsible for providing excellent customer service, and technical support to staff. This position is primarily customer-facing and requires excellent communication skills (both verbal and written). The position also requires a person who is available to work a flexible schedule as our coverage time is 8 am to 7 pm (as early as 8 am and as late as 7 pm, depending on your shift). This is a great opportunity to join a results-driven team and to develop your expertise in IT.

Key Responsibilities

  • Act as a single point of contact for staff, documenting incidents and service requests through our internal ticketing platform
  • Assign the proper categories, SLA, priority and applicable labels to each ticket request
  • Provide first level technical support for all systems, triage ticket requests and resolve tier 1 support requests within a 20 minute timeframe
  • Maintain ownership of assigned tickets until they are closed and status is updated in the system
  • Prioritize requests and follow-up on a resolution, updating effected staff and status update in the system
  • Maintain Tier 1 related documentation and knowledgebase
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Configure, deploy & support PCs / Laptops /Smart Phones and other equipment
  • Update technical and functional skills as new technology is introduced
  • Maintain and support printers and other network peripherals
  • Tracks all issues and prepare reports to IT Manager outlining issues, escalations and ongoing projects
  • Coordinate the testing, preparation, and deployment of new software, enhancements and upgrades
  • Preparing asset items for deployment and maintain asset management for the work environment
  • Perform routine tasks associated with monitoring systems and alerting functions


  • Technical diploma in IT or in a related field of study
  • 1-2 years of technical support experience, with strong analytical and technical skills
  • Experience in a structured environment preferably with an ITIL framework
  • Entry level computer and networking troubleshooting skills
  • Knowledge of Citrix, Exchange, AD, Virtualization an asset
  • Network connectivity experience and basic LAN administration knowledge an asset
  • Experience with Microsoft Windows 10, Server 2012 and 2016, Mac OS, Microsoft Outlook and the Office Suite, including Office365
  • Ability to adapt and learn through competing deadlines
  • Excellent telephone etiquette and well developed written and verbal customer service skills
  • Excellent time management skills; ability to multitask
  • Able to work as part of a team, or independently as situationally necessary


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