Service Desk Analyst

Humankind Global Recruitment; Halifax; On-site; CAD 52,000 - 76,000; Full time

Benefits offered by this job

Competitive compensation

Medical & health benefits

RRSP matching

Job summary

Humankind Global Recruitment is seeking a Service Desk Analyst (Tier 2) for a client in IT services. You will independently manage incidents and service requests, provide effective triage, and coordinate across teams to ensure timely resolution.

You will monitor systems, maintain ticket queues, support changes, contribute to SOPs and knowledge base, and help drive service improvements in a global/24/7 environment. Weekend work may be required; competitive compensation and benefits are offered.

Qualifications

• Experience in Tier 1 / Tier 2 Service Desk or similar role.
• Solid understanding of IT systems and basic infrastructure.
• Ability to troubleshoot and resolve issues independently.
• Strong communication and stakeholder management skills.
• Familiarity with ITIL processes (Incident, Change, Problem).
• Experience in global or 24/7 support environments.
• Ability to work on weekends as needed.

Responsibilities

• Own incidents and service requests end-to-end.
• Perform effective triage, troubleshooting, and resolution of moderate complexity issues.
• Monitor systems, alerts, and events, correlating signals to identify and respond to incidents early.
• Manage ticket queues, backlog, and priorities in line with SLAs.
• Coordinate with resolver groups and stakeholders to ensure timely resolution.
• Support incident management processes and stakeholder communication.
• Follow and actively improve SOPs.
• Contribute to knowledge base documentation and service consistency.
• Support change management activities (communication, coordination, validation).
• Contribute to reporting, trend analysis, and service insights.
• Identify opportunities to reduce escalations and improve efficiency (shift-left).

Skills

Service Desk experience

ITIL familiarity

Strong communication

Problem solving

Job description

Our client a dynamic Information Technology services company that partners with leading global organizations to deliver innovative, high-quality IT solutions is looking for a Service Desk Analyst to join their growing team.

As a Service Desk Analyst (Tier 2), you will independently manage incidents and service requests, ensuring efficient resolution and high service quality. You will act as the core engine of the Service Desk, balancing ticket handling, monitoring, and coordination across teams while contributing to continuous improvement.

Responsibilities

• Own incidents and service requests end-to-end
• Perform effective triage, troubleshooting, and resolution of moderate complexity issues
• Monitor systems, alerts, and events, correlating signals to identify and respond to incidents early
• Manage ticket queues, backlog, and priorities in line with SLAs
• Coordinate with resolver groups and stakeholders to ensure timely resolution
• Support incident management processes and stakeholder communication
• Follow and actively improve Standard Operating Procedures (SOPs)
• Contribute to knowledge base documentation and service consistency
• Support change management activities (communication, coordination, validation)
• Contribute to reporting, trend analysis, and service insights
• Identify opportunities to reduce escalations and improve efficiency (shift-left)

Qualifications

• Experience in Tier 1 / Tier 2 Service Desk or similar role
• Solid understanding of IT systems and basic infrastructure
• Ability to troubleshoot and resolve issues independently
• Strong communication and stakeholder management skills
• Familiarity with ITIL processes (Incident, Change, Problem)
• Experience in global or 24/7 support environments
• Ability to work on weekends as needed

This is a fantastic opportunity to join a growing team. The company offers a competitive compensation package, medical & health benefits and RRSP matching.

If this sounds like the ideal position for you then apply today!