Service Desk Analyst

Exchange Technology Services; Northwestern Ontario; Hybrid; CAD 45,000 - 64,000; Full time

Benefits offered by this job

Competitive salary and benefits

RRSP with Company Matching

Employee Share Purchase Plan

Subsidized Phone Plan

Professional development opportunities

Collaborative and innovative work env

Job summary

Exchange Technology Services is seeking a Service Desk Analyst to deliver technical support to end-users, troubleshoot issues, and provide exceptional customer service across onsite and remote environments. Reporting to the Service Desk Manager, you will manage incidents, maintain documentation, and communicate regularly with clients while supporting hardware, software, and cloud services.

Candidates should have IT education and hands-on experience with Active Directory, Office 365, Azure,

Qualifications

• Bachelor’s degree or college diploma in Information Technology or related field is preferred
• Experience with MS Office applications, Office 365, SharePoint/OneDrive, Azure, and Exchange
• Experience building and repairing computer hardware and related technologies
• Experience with Active Directory and Windows OS is required
• Customer service or helpdesk experience is a plus

Responsibilities

• Manage incidents and service requests
• Maintain documentation
• Communicate with clients regularly
• Provide onsite and remote support for hardware, software, and configurations
• Participate in IT services tasks (e.g., backups, threat prevention)
• Perform other duties as assigned

Skills

Technical support

Customer service

Troubleshooting

Teamwork

Prioritization

Communication

Education

Bachelor’s degree or college diploma in IT or related field

Tools

Active Directory

Windows OS/Servers

SharePoint/OneDrive

Azure

Exchange

Job description

About Us

Exchange Technology Services is a leading IT consulting company in Winnipeg and part of the Exchange Income Corporation's family of companies. We provide a wide range of services, including Managed IT, Project Management, Business Intelligence, Cyber Security, Digital Transformation, Training Services, Installation Services, and Telecommunications across Canada and the US.

If you are looking for a fast-paced career, serving enterprise customers and managing diverse IT projects, we invite you to join us.

Our work environment is dynamic, filled with learning opportunities, exciting and challenging projects, and a chance to make a positive impact on clients’ businesses. We value teamwork, fun, and achieving amazing results together.

Job Overview

Reporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing technical support to end-users, troubleshooting issues, and providing excellent customer service.

Job Location

151 Brock St. W. Thunder Bay, ON.

Key Responsibilities

• Managing incidents and service requests
• Maintaining documentation
• Communication with clients regularly
• Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
• Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc)
• Additional responsibilities as assigned.

Qualifications

EDUCATION & EXPERIENCE

• Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
• Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required
• Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required
• Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required
• Previous experience in a Customer Service or Helpdesk Environment is preferred

Knowledge, Skills & Abilities

• Technical Support and Troubleshooting skills
• Analytical skills with the ability to solve complex issues
• Excellent customer support and customer service skills
• Ability to work well in a team
• A theoretical working knowledge of virtualization and remote application delivery services preferred
• Strong ability to prioritize tasks and meet deadlines
• Strong attention to detail and accuracy
• Professional verbal and written communication skills
• Experience in a fast-paced environment with multitasking responsibilities
• Must possess a valid driver’s license and be willing to travel regularly to client locations

WORKING CONDITIONS

• Must be able to obtain and maintain a clear criminal record check
• Physically able to perform all listed job duties
• This role involves working in a variety of environments and includes regular interaction with staff and members of the public
• On Call/Shiftwork as required to provide after-hour client support
• Various shifts at a fast pace to meet service level requirements of our clients
• Must be able to obtain and maintain a clear criminal record check
• Physically able to perform all listed job duties

Methods and procedures described or implied in the job profile may be altered to accommodate employees.

What We Offer

• Competitive salary and benefits package
• Registered Retirement Savings Plan with Company Matching
• Employee Share Purchase Plan
• Subsidized Phone Plan
• Opportunities for professional development and career growth
• Collaborative and innovative work environment

Please note, Exchange Technology Services is an equal opportunity employer. We are committed to building a diverse and inclusive workplace and encourage applications from all qualified individuals. Accommodations are available upon request throughout the recruitment process. Please reach out to [e-mail] if you have any questions.

Exchange Technology Services uses Artificial Intelligence (AI) to generate candidate summaries based on information provided in the candidate's application and resume. These summaries are intended to support, but not replace, human review during the recruitment process. We do not use AI to make any final hiring or interview decisions.