Senior Service Desk Analyst

Canadafull-timesenior

Customer SupportService Desk Analyst

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Quick Summary

Key Responsibilities

Advanced end-user support: Provide Tier 2 support for Windows devices, Microsoft 365 applications, mobile devices, printers, peripherals, and common business applications.

Requirements Summary

Required: Five or more years of IT support experience, including at least two years in a Tier 2, senior service desk, desktop support, or equivalent role.

Technical Tools

Customer SupportService Desk Analyst

Job Summary:

The role is not designed as a management position. The Senior Service Desk Analyst will actively complete support work, serve as the primary Tier 2 escalation point, improve support processes, and help prevent engineering resources from being routinely diverted from strategic projects.

Key Responsibilities:

Provide Tier 2 support for Windows devices, Microsoft 365 applications, mobile devices, printers, peripherals, and common business applications.
Diagnose and resolve complex hardware, software, identity, access, connectivity, and performance issues.
Support users at headquarters and manufacturing facilities through remote and on-site service.
Own assigned incidents and requests through resolution, communication, documentation, and closure.

Triage and prioritize incoming work based on urgency, business impact, age, dependencies, and available capacity.
Actively reduce the backlog and maintain consistent ticket follow-up and customer communication.
Coordinate day-to-day queue activity and route work to the appropriate Tier 1, Tier 2, cloud, network, security, or vendor resource.
Identify major incidents and escalate promptly according to defined procedures.

Deploy, configure, troubleshoot, replace, and retire Windows endpoints and related equipment.
Support Intune-managed devices and Windows Autopilot provisioning in coordination with the cloud team.
Perform onboarding and offboarding tasks, user account support, access administration, and hardware assignments.
Maintain accurate asset, assignment, warranty, and inventory records.

Create and maintain knowledge articles, standard operating procedures, troubleshooting guides, and user-facing instructions.
Identify recurring ticket drivers and recommend permanent fixes, automation, training, or self-service opportunities.
Improve categorization, prioritization, escalation, and closure practices in Jira Service Management.
Help define practical service targets and produce operational reporting on volume, backlog, age, and resolution performance.

Provide technical guidance and day-to-day support to the Service Desk Technician.
Work closely with the Junior Cloud Engineer, Senior Cloud Engineer, and Senior Security and Network Engineer on escalated issues.
Coordinate warranty repairs and support cases with hardware, software, telecommunications, and application vendors.
Communicate clearly with users and business leaders during incidents, outages, and delayed resolutions.

Qualifications:

Required:

Five or more years of IT support experience, including at least two years in a Tier 2, senior service desk, desktop support, or equivalent role.
Strong troubleshooting skills across Windows 11, Microsoft 365 application laptops, desktops, printers, mobile devices, peripherals, and common office technologies.
Working knowledge of Microsoft Entra ID, Intune, device compliance, user access, and Active Directory concepts.
Experience working from an ITSM platform, managing assigned queues, documenting resolutions, prioritizing work, and meeting service expectations.
Strong customer service, written communication, documentation, and stakeholder-management skills.
Ability to support multiple sites and operate effectively in office and manufacturing environments.

Preferred:

Experience with Jira Service Management, Microsoft Intune, Windows Autopilot, PowerShell, and remote support tools.
Experience supporting manufacturing, engineering, shared-device, or shop-floor environments.
Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

Core Competencies: