Remote Service Desk Analyst - Incident & Support

Socket.dev; North Bay; Hybrid; CAD 42,000 - 64,000; Full time

Job summary

ThinkOn Inc. in North Bay, Ontario, is seeking a Service Desk Analyst to act as the single point of contact for incidents and services, coordinating delivery with internal teams and incident management processes.

This remote-first role is hybrid, with a rotating 8-hour shift and 40 hours over 5 days in a 7-day week. You will monitor tickets, update records, meet service metrics, escalate issues, and communicate with customers, partners, and staff to maintain North Bay operations.

Qualifications

• Education or experience in Information Technology
• Education or experience in ITIL/ITSM methodologies
• Experience in a Call Centre or Service Centre and IT Operations environment
• Knowledge of IT concepts: virtualization, IT infrastructure, data storage, networking, and Disaster Recovery
• Service Desk and Incident Management skills
• Service Delivery and Engagement Coordination skills
• Strong work ethic
• Excellent analytical and problem-solving skills
• Ability to learn new software/hardware technologies
• Strong time management and prioritization
• English and French communication for bilingual roles

Responsibilities

• Monitor incoming tickets, liaise with customers/partners/vendors, gather information, and update tickets
• Ensure tickets are properly updated
• Meet service metrics for all tasks
• Escalate high-priority issues per internal process and handle calls
• Notify management of issues, risks, or schedule failures
• Follow up on ongoing issues and communicate with involved parties
• Create and update documentation of internal/external processes
• Identify opportunities to improve productivity and efficiency
• Provide escort to customers/vendors/partners and internal staff to North Bay
• Help manage and maintain North Bay location
• Perform operation maintenance activities as assigned
• Other duties as assigned

Skills

ITIL/ITSM knowledge

Incident management

Analytical problem solving

Time management

Communication (EN/FR)

Education

IT-related education or experience

Tools

Ticketing systems

Job description

ThinkOn Inc. in North Bay, Ontario, is seeking a Service Desk Analyst to act as the single point of contact for incidents and services, coordinating delivery with internal teams and incident management processes.

This remote-first role is hybrid, with a rotating 8-hour shift and 40 hours over 5 days in a 7-day week. You will monitor tickets, update records, meet service metrics, escalate issues, and communicate with customers, partners, and staff to maintain North Bay operations.