Serve as a primary point of contact for incoming client support requests via phone, email, and web channels.
Independently resolve the majority of Level 1 technical issues within defined SLA targets.
Provide technical assistance related to software, hardware, ERP usage, and basic networking issues.
Accurately log, update, and maintain tickets with complete client, troubleshooting, and resolution details.
Professionally manage multiple concurrent calls and tickets, including prioritization, holds, callbacks, and follow‑ups.
Follow documented troubleshooting steps and escalation procedures, escalating critical or after‑hours issues when required.
Ensure consistently high‑quality ticket documentation, including steps taken and final resolutions.
Identify recurring issues and contribute to continuous improvement initiatives, documentation updates, and process enhancements.
Create and update knowledge base articles based on resolved issues to improve first‑contact resolution.
Participate in internal projects and operational initiatives during periods of lower call volume.
Begin handling a defined percentage of Level 2‑type tickets under guidance and support escalation activities as needed.

College diploma (DEC) in Computer Science, IT Support, or a related field.
ITIL Foundation certification or customer support training is considered an asset.
Co‑op or internship experience in an IT support or service desk environment may be considered.
1–3 years of experience in a service desk, technical support, or client‑facing IT role.
Working knowledge of ticketing systems, ERP usage, and standard IT support workflows.
Solid understanding of IT fundamentals and basic technical troubleshooting.
Experience supporting software applications and enterprise systems in a customer‑focused environment.
SQL knowledge, particularly beneficial for handling more advanced issues and future progression. (preferred)
Basic networking knowledge, including IP configuration, VPNs, and firewall concepts. (preferred)

Service Desk Analyst

Key skills