IT Service Desk Analyst (Legal Industry)

Triton AI Pte Ltd; Alberta; On-site; CAD 50,000 - 70,000; Full time

Job summary

A global professional services firm is seeking an IT Service Desk Analyst to provide technical support as the first point of contact for staff. Ideal candidates have at least 3 years of helpdesk experience, strong troubleshooting skills, and familiarity with Microsoft Office 365. This role also requires excellent communication and customer service skills. The position demands flexibility in working hours and the ability to remain calm under pressure.

Qualifications

• At least 3 years of IT Helpdesk/Service Desk experience.
• Strong troubleshooting skills with knowledge of laptops, mobiles, and core applications.
• Familiarity with Microsoft Office 365 products.
• ITIL Foundation certification is an advantage.
• Excellent communication and customer service skills.

Responsibilities

• Act as the first point of contact for IT issues and resolve them promptly.
• Provide remote and desk-side support for applications and hardware.
• Log, track, and manage incidents using ServiceNow.
• Support audio and video conferencing setups.
• Take ownership of issues through to resolution.

Skills

Troubleshooting skills

Microsoft Office 365

Customer service skills

Audio/video conferencing tools

Tools

ServiceNow

Zoom

Windows 10

Job description

Overview

We are looking for an IT Service Desk Analyst to join a global professional services firm. You will be the first point of contact for IT-related support, providing technical assistance and ensuring an excellent customer experience for staff across multiple regions. This role offers the opportunity to work in a fast-paced, international environment with exposure to a wide range of IT systems.

Responsibilities

• Act as the first point of contact for IT issues (phone, email, in-person) and resolve them promptly and professionally.
• Provide remote and desk-side support for applications and hardware, including:
  Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams)
  Zoom, Windows 10
  Document Management (iManage), Time Recording (IntApp), Practice Management (Elite 3E)
  Digital dictation (BigHand), Workshare, DocX Tools, InterAction, Adobe Suite
  Mobile technologies (iOS, Android, Intune), MFA, Mimecast, Remote desktop tools
• Log, track, and manage incidents using ServiceNow.
• Support audio and video conferencing setups.
• Take ownership of issues through to resolution, ensuring timely updates to users.
• Escalate issues when required and ensure service levels (SLAs) are met.
• Maintain knowledgebase articles and IT documentation.
• Support smooth day-to-day IT operations and contribute to process improvements.

Requirements

• At least 3 years of IT Helpdesk/Service Desk experience and at least 6 months experience within a professional services environment (legal, accounting, consulting, or similar).
• Strong troubleshooting skills with knowledge of laptops, mobiles, and core applications.
• Familiarity with Microsoft Office 365 products is essential.
• Experience with legal or professional services software is a plus.
• Knowledge of audio/video conferencing tools is desirable.
• ITIL Foundation certification is an advantage.
• Excellent communication and customer service skills.
• Calm, logical, and professional approach when working under pressure.
• Flexible with working hours (occasional after-hours support required).
• High level of discretion and confidentiality.

Triton AI Pte Ltd
Registration Number: R1980724
EA: 21C0661