Service Desk Analyst

The Corporation of the Town of Ajax; Ajax; On-site; CAD 52,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

35 hours per week

Full benefits package

Job summary

The Corporation of the Town of Ajax is seeking a Service Desk Analyst to join Corporate Services. Reporting to the Manager of Client Services, you will be the first point of contact for IT issues, delivering timely resolution and maintaining user satisfaction across the organization.

You will handle incident management, service requests, asset tracking, and user training. The role requires ITIL/ITSM familiarity, Windows 11, Microsoft 365, and strong communication with non-technical users;

Qualifications

• Information Technology, Community College Diploma - (2-3 years).
• Demonstrated success working as a support desk professional in an IT setting (2-3 years).
• Windows 11 support in an enterprise environment.

Responsibilities

• Providing First-Line Support to users via phone, email, or chat.
• Incident Management: logging, prioritizing, and following up on incidents.
• Service Request Fulfillment: account management, software installation, hardware setup.
• Imaging and setup of devices; asset management; training and monthly on-call rotation for after-hours support.

Skills

First-Line Support

Incident Management

Service Request Fulfillment

Education

Information Technology diploma

Tools

Microsoft M365

ITIL

A+

ITSM

Job description

Department

Corporate Services

Job Type

Regular

Number of Positions

1

Affiliation

CUPE

Compensation Range

$38.06 - $40.77

Job Summary

Reporting to the Manager of Client Services, the Service Desk Analysts play a vital role in ensuring the smooth operation of IT services within an organization. They act as the first point of contact for technical issues, enabling efficient resolution and maintaining user satisfaction.

Job Duties Include

The responsibilities and duties of this position include but are not limited to:

1. Providing First-Line Support

One of the primary responsibilities of a Service Desk Analyst is to provide first-line support for all IT-related issues. This involves:

• Responding to user inquiries: Addressing questions and concerns through various channels such as phone, email, or chat.

• Diagnosing problems: Identifying technical issues and determining their root causes.

• Offering solutions: Resolving problems directly or escalating them to higher-level support teams when necessary.

1. Incident Management

Service Desk Analysts are integral to incident management processes. Their role includes:

• Logging incidents: Documenting all reported issues accurately in the system.

• Prioritizing tickets: Understanding urgency based on the impact and criticality of incidents.

• Following up: Monitoring the progress of incident resolution and ensuring timely updates to users.

1. Service Request Fulfillment

Beyond resolving issues, Service Desk Analysts handle service requests such as:

• Account management: Creating, modifying, or deactivating user accounts.

• Software installation: Deploying applications and updates as needed.

• Hardware setup: Assisting with the configuration of new devices.

1. Additional Responsibilities

Additionally, the Service Desk Analyst is responsible for:

• Imaging and setup of devices: Preparing devices and deploying for new staff, regular upgrades and for technical failures.

• Asset management: Tracking deployed/removed assets in the asset inventory.

• Training: Creation of user-friendly documentation and conducting training sessions to help users understand IT systems and tools.

• The Service Desk Analyst will be required to spend one week each month in an on-call rotation for after hours support.

Qualifications/Skill:

• Information Technology, Community College Diploma - (2-3 years)

• Demonstrated success working as a support desk professional in an IT setting (2-3

• years)

• Valid G Class Drivers License

• Work involves varying tasks requiring an understanding or knowledge of specific technical disciplines

• Solid grasp of IT concepts like databases, network drives, connectivity and hardware failures such as: ITIL, A+, ITSM, and Microsoft Certifications etc.

• Windows 11 support in an enterprise environment

• Experience administering and resolving issues with Microsoft M365

• Natural teaching skills help customers understand the issue, often allowing them to solve the problem on their own

• Security awareness training and remediation experience

• Experience and demonstrated skills in IT support

• Experience with computer programs and hardware is necessary

• Exceptional customer service and communication skills

• Strong ability to communicate technically with non-technical customers

• Research skills to make recommendations on hardware, software and best practices

• Must be able to keep up with the latest technologies and be willing to stay up to date on training requirements

• Administrative skills including documentation, knowledge base management and procurement

What is Offered to Staff

• Compensation : We offer competitive pay that reflects the responsibilities of the position.

• Hours of Work : This is a unionized full-time position that works 35 hours per week. The hours of work are Monday to Friday from 8:30 a.m. - 4:30 p.m. and are in accordance with the CUPE Collective Agreement.

• Benefits : The Town offers full-time staff a comprehensive benefit package with paid sick and vacation leave; Parental Leave Top-up; Employee & Family Service Program; Health & Wellness Program, Town of Ajax Fitness Centre membership; plus a defined benefits pension (OMERS pension - https://www.omers.com/).

September 16, 2026

Equal Opportunity Employer

The Town of Ajax is committed to employment equity and building a workplace where all employees feel valued, respected and supported. We welcome applications from candidates of all backgrounds, especially those who have been historically excluded, including Black and Indigenous people, racialized communities, disabled persons, 2SLGBTQIA+ individuals, and others facing systemic inequities. If selected for an interview, you will be provided with an opportunity to indicate your access needs. We are committed to ensuring an accessible and respectful hiring process.

If you would like to request content in an alternate format, please contact Human Resources by emailing [e-mail].

Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.

Artificial Intelligence (AI)

We utilize AI solely for the purpose of anonymizing the application process to help ensure fairness and equity. Please note that AI is not used to screen candidates or make decisions regarding their suitability for any role.