Service Desk Analyst

HCLTech; Mississauga; On-site; CAD 60,000; Full time

Job summary

A global IT services provider is seeking a Deskside Support Analyst to deliver exceptional in-person IT support in Mississauga. This role involves troubleshooting Windows and Mac OS issues, providing VIP support, and performing data center tasks. The ideal candidate has 2–4 years of relevant experience, excels in communication, and holds certifications such as CompTIA A+ and ITIL Foundation. A collaborative work environment with company policies and ITIL standards adherence is expected.

Qualifications

• 2–4 years of experience in deskside support or field IT roles.
• Hands-on experience with data center environments.
• Valid driver's license and willingness to travel between sites.

Responsibilities

• Provide high-quality, in-person IT support for desktops and laptops.
• Troubleshoot hardware and software issues, ensuring timely resolution.
• Log and manage incidents and requests in ServiceNow.

Skills

Troubleshooting expertise in Windows

Troubleshooting expertise in Mac OS

Interpersonal and communication skills

Professionalism in supporting VIP users

Education

CompTIA A+

ITIL Foundation

Microsoft certifications (MCSA / MCTS)

Tools

ServiceNow

Job description

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This range is provided by HCLTech. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$60,000.00 / yr - CA$60,000.00 / yr

100% onsite : HCLTech, Mississauga office

Position Overview :

We are seeking a proactive and technically skilled Deskside Support Analyst to provide comprehensive IT support to our users and ensure the reliability of our end-user computing and data center environments. You will play a critical role in supporting hardware, software, and network resources for employees across the organization, including VIP and executive users. Additionally, you will deliver essential “hands and feet” support for data center operations, acting as an extension of the IT team in ensuring business continuity and security.

Key Responsibilities :

• Provide high-quality, in-person IT support for desktops, laptops, monitors, peripherals, and mobile devices (Windows and Mac OS environments).
• Troubleshoot hardware and software issues, including operating system problems, network connectivity, and application performance.
• Assist users with software installations, configurations, and upgrades.
• Perform break-fix support and proactive maintenance to minimize downtime and disruptions.

VIP & Executive-Level Support

Deliver exceptional support to VIPs, C-level executives, and other high-profile users with a focus on white-glove service and discretion.

Understand the criticality of executive support and ensure swift, efficient resolution of any issues.

Anticipate VIP needs and provide proactive solutions to enhance their technology experience.

Data Center Hands and Feet Support

Perform physical tasks in the data center, including racking, cabling, hardware swaps, and equipment relocations.

Assist remote engineering teams by acting as their “hands and feet” for diagnostics, maintenance, and troubleshooting.

Maintain accurate records of data center assets and ensure proper cable management and labeling.

Ticket Management & Documentation

Log and manage all incidents and requests in ServiceNow, ensuring timely resolution and proper categorization.

Document troubleshooting steps and solutions, creating reusable knowledge articles and improving team effectiveness.

Communicate status updates and next steps to end users and stakeholders.

Build strong relationships with end users, understanding their unique needs and ensuring a customer-centric experience.

Collaborate with other IT teams (e.g., network, security, infrastructure) to resolve complex or escalated issues.

Support onboarding and offboarding activities, including hardware provisioning and system setups.

Travel to satellite offices and data centers as needed, requiring a valid driver’s license and reliable transportation.

Adhere to company policies, security guidelines, and ITIL standards to ensure compliance and data protection.

Contribute ideas and feedback to improve IT processes and drive continuous improvement.

Key Qualifications & Experience :

2–4 years of experience in deskside support or field IT roles, supporting diverse user bases.

Strong troubleshooting expertise in Windows (10 / 11) and Mac OS environments.

Solid understanding of hardware maintenance and troubleshooting, including laptops, desktops, monitors, and peripherals.

Experience supporting VPN, remote access, and connectivity-related issues.

Hands-on experience with data center environments, including server racking, cabling, and physical troubleshooting.

Familiarity with ITSM systems such as ServiceNow, including incident and request management.

Excellent interpersonal and communication skills, with the ability to explain technical issues clearly and concisely.

Professionalism and discretion in supporting VIP users and handling sensitive issues.

Ability to work independently and manage time effectively in a fast-paced environment.

Valid driver’s license and willingness to travel between sites as required.

Certifications such as CompTIA A+, ITIL Foundation, ACSP (Apple Certified Support Professional), or Microsoft certifications (MCSA / MCTS) are a plus.

Seniority level

Seniority level

Associate

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

IT Services and IT Consulting and Technology, Information and Media

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