Service Desk Analyst (Intermediate) at Allps

Allps GmbH; Alberta; On-site; CAD 52,000 - 76,000; Full time

Job summary

Allps GmbH is seeking an experienced Service Desk Analyst to provide responsive first- and second-line IT support for a large enterprise environment across 1,000+ users. You will diagnose and resolve hardware, software, access, endpoint, and Microsoft 365 issues, log tickets, and escalate as needed.

The role requires strong troubleshooting, clear communication, accurate ticket documentation, and adherence to service management procedures.

Qualifications

• 4–7 years of hands-on experience in first- and second-line service desk or end-user IT support.
• Experience supporting enterprise environments with approximately 1,000+ users.
• Practical experience with ITSM ticketing tools such as ServiceNow or equivalent platforms.
• Strong troubleshooting skills across Windows 11, Microsoft 365, Outlook, and Exchange Online.
• Experience with Microsoft Entra ID account and access administration.
• Experience supporting endpoint enrolment and management using Microsoft Intune.
• Familiarity with iOS devices, mobile device management, and corporate mobility support.
• Ability to document incidents, resolutions, and technical procedures clearly.
• Strong customer service, prioritisation, communication, and escalation skills.
• Ability and willingness to work during Alberta business hours, including the corresponding night shift for India-based candidates.

Responsibilities

• Provide first- and second-line technical support to end users across an environment supporting 1,000+ users.
• Log, categorise, prioritise, investigate, resolve, and escalate incidents and service requests using ServiceNow or a comparable ITSM ticketing platform.
• Troubleshoot Windows 11 Enterprise desktops and laptops, Microsoft 365 applications, Outlook, Exchange Online, Microsoft Edge, and Google Chrome.
• Support user accounts, authentication, password resets, group memberships, and access-related requests using Microsoft Entra ID, following approved identity and access management procedures.
• Assist with Microsoft Intune device enrolment, compliance checks, endpoint configuration, and troubleshooting for supported devices.
• Provide support for corporate iOS devices, including iPhones and iPads, and troubleshoot enrolment and management issues.
• Diagnose Microsoft 365 and Exchange Online issues, including Outlook connectivity, email access, calendars, and common collaboration problems.
• Support Microsoft Defender for Endpoint and related security controls by following approved procedures and escalating suspected security incidents promptly.
• Assist users with mobile connectivity and service-related issues involving Bell Canada/Mobility, escalating carrier-dependent problems where required.
• Maintain accurate ticket notes, troubleshooting steps, resolution details, and user communications.
• Create and maintain knowledge-base articles, standard operating procedures, and self-service guidance to improve first-contact resolution and reduce recurring incidents.
• Follow incident, request, change, escalation, security, and data-handling procedures.
• Meet agreed service-level targets while maintaining professional communication with technical and non-technical users.
• Collaborate with infrastructure, security, application, and service management teams to resolve complex issues and identify recurring problems.

Job description

We are seeking an experienced Service Desk Analyst to provide responsive, reliable first- and second-line IT support to users across a large enterprise environment. The successful candidate will diagnose and resolve hardware, software, access, endpoint, and Microsoft 365 issues, manage service requests through an ITSM platform, and deliver a positive end-user experience.

The role requires strong troubleshooting skills, clear communication, accurate ticket documentation, and the ability to work within established service management, security, and escalation procedures.

Key Responsibilities

• Provide first- and second-line technical support to end users across an environment supporting 1,000+ users.
• Log, categorise, prioritise, investigate, resolve, and **escalate** incidents and service requests using ServiceNow or a comparable ITSM ticketing platform.
• Troubleshoot Windows 11 Enterprise desktops and laptops, Microsoft 365 applications, Outlook, Exchange Online, Microsoft Edge, and Google Chrome.
• Support user accounts, authentication, password resets, group memberships, and access-related requests using Microsoft Entra ID, following approved identity and access management procedures.
• Assist with Microsoft Intune device enrolment, compliance checks, endpoint configuration, and troubleshooting for supported devices.
• Provide support for corporate iOS devices, including iPhones and iPads, and troubleshoot enrolment and management issues.
• Diagnose Microsoft 365 and Exchange Online issues, including Outlook connectivity, email access, calendars, and common collaboration problems.
• Support Microsoft Defender for Endpoint and related security controls by following approved procedures and escalating suspected security incidents promptly.
• Assist users with mobile connectivity and service-related issues involving Bell Canada/Mobility, escalating carrier-dependent problems where required.
• Maintain accurate ticket notes, troubleshooting steps, resolution details, and user communications.
• Create and maintain knowledge-base articles, standard operating procedures, and self-service guidance to improve first-contact resolution and reduce recurring incidents.
• Follow incident, request, change, escalation, security, and data-handling procedures.
• Meet agreed service-level targets while maintaining professional communication with technical and non-technical users.
• Collaborate with infrastructure, security, application, and service management teams to resolve complex issues and identify recurring problems.

Required Qualifications and Experience

• 4–7 years of hands‑on experience in first- and second-line service desk or end‑user IT support.
• Experience supporting enterprise environments with approximately 1,000 or more users.
• Practical experience with ITSM ticketing tools such as ServiceNow or equivalent platforms.
• Strong troubleshooting skills across Windows 11, Microsoft 365, Outlook, and Exchange Online.
• Experience with Microsoft Entra ID account and access administration.
• Experience supporting endpoint enrolment and management using Microsoft Intune.
• Familiarity with iOS devices, mobile device management, and corporate mobility support.
• Ability to document incidents, resolutions, and technical procedures clearly.
• Strong customer service, prioritisation, communication, and escalation skills.
• Ability and willingness to work during Alberta business hours, including the corresponding night shift for India‑based candidates.

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Mandatory Skills

Windows 11 MS Office 365 Microsoft Defender ITSM Ticketing tool Work Permit