Service Desk Analyst

Our client is seeking a customer-focused Service Desk Analyst to join its IT team on a full-time, permanent basis. This role is responsible for delivering high-quality Level 1 and Level 2 technical support to employees across multiple business locations, ensuring reliable, responsive, and efficient IT services.

The ideal candidate is a hands-on IT support professional who enjoys troubleshooting technical issues, providing exceptional customer service, and supporting end users in a fast-paced enterprise environment. This position offers exposure to a broad range of end-user technologies while working closely with Infrastructure, Security, and Applications teams.

Employment Type: Full-Time, Permanent

Responsibilities

  • Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, peripherals, and basic networking issues.
  • Respond to incidents and service requests through the organization’s ITSM platform while meeting established service level agreements (SLAs).
  • Deliver remote and onsite (deskside) support for hardware, software, operating systems, and end-user technology issues.
  • Configure, deploy, maintain, and troubleshoot Windows workstations, Microsoft 365, and standard enterprise applications.
  • Install, image, configure, and replace end-user hardware and software as required.
  • Troubleshoot user accounts, Active Directory permissions, Microsoft 365 access, email, and application-related issues.
  • Support onboarding and offboarding activities, including account provisioning, equipment setup, and access management.
  • Maintain accurate documentation of incidents, resolutions, asset information, and knowledge base articles.
  • Support IT asset management, inventory tracking, hardware lifecycle management, and equipment deployment.
  • Assist with workstation refreshes, software rollouts, operating system upgrades, and technology implementation projects.
  • Escalate complex technical issues to Infrastructure, Network, Security, or Application teams as appropriate.
  • Identify opportunities to improve support processes, documentation, knowledge management, and overall service delivery.
  • Participate in an on-call rotation to support critical after-hours incidents.

Qualifications

  • 3–5+ years of experience in an IT Service Desk, Help Desk, Desktop Support, or Technical Support role.
  • Experience supporting users within a corporate or multi-site enterprise environment.
  • Strong knowledge of Microsoft Windows operating systems and Microsoft 365.
  • Experience supporting desktops, laptops, mobile devices, printers, peripherals, and common end-user technologies.
  • Experience with Active Directory, user account administration, password management, and access provisioning.
  • Familiarity with Microsoft Outlook, Teams, OneDrive, and Office applications.
  • Experience using ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, ManageEngine, or similar.
  • Solid understanding of ITIL principles, incident management, request fulfillment, and SLA-driven support.
  • Strong troubleshooting, analytical, and problem-solving skills.

Preferred Skills

  • Experience supporting Microsoft Intune, Microsoft Entra ID (Azure Active Directory), and endpoint management.
  • Knowledge of device imaging, software packaging, software deployment, and endpoint security solutions.
  • Experience supporting hybrid and remote work environments.
  • Familiarity with remote support tools and Microsoft Teams administration.
  • Exposure to PowerShell scripting or basic automation.
  • Experience supporting hardware lifecycle management and enterprise asset management.
  • Previous experience mentoring junior Service Desk analysts or contributing to knowledge management initiatives is considered an asset.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...