Service Desk Analyst

Town of Ajax; Ajax; On-site; CAD 69,000 - 74,000; Full time

Benefits offered by this job

Paid sick leave

Vacation leave

Parental Leave Top-up

Employee & Family Service Program

Health & Wellness Program

Job summary

Town of Ajax in Canada seeks a Service Desk Analyst to provide first-line IT support, incident handling, and service request fulfilment for staff. Reporting to the Manager of Client Services, you will diagnose issues, log incidents, and ensure timely user communications.

This unionized, full-time role requires 35 hours per week (Mon-Fri, 8:30 a.m.–4:30 p.m.) under CUPE, with competitive compensation and benefits.

Qualifications

• Information Technology, Community College Diploma – 2–3 years.
• Demonstrated success working as a support desk professional in an IT setting – 2–3 years.
• Solid understanding of IT concepts like databases, network drives, connectivity and hardware failures (ITIL, A+, ITSM, Microsoft Certifications).
• Windows 11 support in an enterprise environment.
• Experience administering and resolving issues with Microsoft M365.

Responsibilities

• Provide first-line IT support via phone, email, or chat; diagnose issues and propose solutions.
• Log and manage incidents; prioritize tickets based on impact and urgency; keep users informed.
• Handle service requests: account management, software installations, hardware setups.
• Imaging devices, asset tracking, user documentation, and training; participate in monthly on-call rotation.

Skills

IT support

Customer service

Windows 11

Microsoft 365

ITIL

Education

IT/Computer Diploma

Tools

Microsoft M365

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

• 1. Providing First-Line Support: 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.
• 2. Incident Management: 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.
• 3. Service Request Fulfillment: 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.
• 4. Additional Responsibilities: 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

• Paid sick and vacation leave
• Parental Leave Top-up
• Employee & Family Service Program
• Health & Wellness Program, Town of Ajax Fitness Centre membership
• Defined benefits pension (OMERS pension - https://www.omers.com/)

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.

Application Deadline

apply by September 16, 2026

Vacancy Statement

All job postings issued by the Town of Ajax are intended to fill existing vacant positions unless otherwise stated. Are you a current Town of Ajax employee? If you are a current Town of Ajax, please apply internally through the Jobs Hub app of your Workday account in order for your application to be processed as an internal applicant.

Additional Information

The success of the Town depends largely on the employees. Staff are relied upon day in and day out - whether it is for issuing a marriage license, maintaining a local park, fighting a fire, processing a tax bill, planning a new subdivision, instructing a fitness class, or plowing snow. The employees are the Town's Ambassadors. Take a moment to explore our current job openings and apply for those that align with your interests and qualifications. If nothing piques your interest at this time, consider signing up for a Job Alert or visiting us again soon to explore new opportunities. For information about the application process, please visit www.ajax.ca/careers. Thanks for your interest in the Town of Ajax! The Town of Ajax, situated on the northern shore of Lake Ontario, is an innovative municipal sector leader that provides a variety of services to one of the fastest growing communities in Ontario. With over 130,000 residents, Ajax's rich heritage and culturally diverse community make it a great place to work and live.