Service Desk Analyst

ValueMomentum; Mississauga; On-site; CAD 42,000 - 60,000; Full time

Job summary

ValueMomentum in Mississauga, Canada, is seeking a Service Desk Analyst (L1) to be the primary point of contact for end users requiring IT support within a managed services environment.

The role focuses on delivering first-level technical assistance for hardware, software, network connectivity, and collaboration tools while ensuring compliance with SLAs. You will troubleshoot Windows 10/11 and Microsoft 365 services, handle password resets, and log incidents in ITSM systems.

Qualifications

• Focus on first-line IT support for end users.
• Experience with Microsoft 365 administration and AD basics.
• Understanding networking basics (DNS/DHCP/VPN).
• Familiarity with ITSM ticketing systems.
• Customer-focused problem solving and multitasking.

Responsibilities

• Provide first-line technical support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot Windows 10/11 issues and common enterprise applications.
• Support Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
• Handle password resets, MFA troubleshooting, and account unlock requests.
• Log and track incidents in ITSM platforms; escalate when needed.
• Escalate complex incidents to L2/L3 while keeping users informed.

Skills

Microsoft 365 administration

Active Directory management

Networking fundamentals

ITSM platforms

Technical troubleshooting

Education

Diploma or degree in IT

ITIL Foundation

CompTIA A+ desirable

Tools

ITSM platforms

Windows troubleshooting

Job description

The Service Desk Analyst (L1) serves as the primary point of contact for end users requiring IT support within a managed services environment.

The role focuses on delivering first-level technical assistance for hardware, software, network connectivity, and collaboration tools while ensuring compliance with service level agreements (SLAs).

Key Responsibilities

• Provide first-line technical support for desktops, laptops, mobile devices, and peripherals.


• Troubleshoot Windows 10/11 issues and common enterprise applications.


• Support Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.


• Handle password resets, MFA troubleshooting, and account unlock requests.


• Log and track incidents and service requests in ITSM platforms.


• Escalate complex incidents to L2/L3 teams while maintaining communication with users.

Required Skills & Qualifications

• Microsoft 365 user administration


• Basic Active Directory management


• Networking fundamentals (DNS, DHCP, VPN)


• Experience with ITSM platforms

Soft Skills

• Ability to multitask


• Problem-solving mindset

Education & Experience

1–3 years IT helpdesk experience. Diploma or degree in IT preferred. ITIL Foundation or CompTIA A+ desirable.