Service Desk Analyst | Remote-First IT Support Lead

Thinkon Inc; Toronto; Hybrid; CAD 55,000 - 59,000; Full time

Job summary

ThinkOn Inc. is hiring a Service Desk Analyst to act as the single point of contact for incidents and services provided to customers. The role coordinates service delivery and incident management, working with internal teams to deliver high-quality support.

This remote-first company welcomes candidates from North Bay, Ontario for a hybrid position. The rotating 8-hour shift covers 24/7, with 40 hours over 5 days in a week, requiring strong communication and ITIL/ITSM experience.

Qualifications

• Education or experience in Information Technology.
• Experience in a Call Centre or Service Centre and IT Operations environment.
• Knowledge of IT concepts: virtualization, IT infrastructure, data storage, networking, Disaster Recovery.
• Service Desk and Incident Management skills.
• Service Delivery and Engagement Coordination skills.
• Able to maintain a high work ethic.

Responsibilities

• Monitor incoming tickets, liaise with customers/partners/vendors, gather information and update tickets.
• Ensure tickets are properly updated and tracked to meet service metrics.
• Escalate higher priority issues per internal process and monitor phone calls from customers/partners/vendors.
• Notify management when issues or risks impact service metrics or schedules.
• Follow up on ongoing support issues and communicate with all parties involved.
• Create and update documentation of internal and external operations processes.
• Identify opportunities to improve productivity and operational efficiency.
• Provide escort to customers/vendors/partners and internal staff to North Bay location.

Skills

IT knowledge

ITIL/ITSM

Service Desk

Communication

Analytical thinking

Time management

Bilingual English/French

Education

IT education or experience

Job description

ThinkOn Inc. is hiring a Service Desk Analyst to act as the single point of contact for incidents and services provided to customers. The role coordinates service delivery and incident management, working with internal teams to deliver high-quality support.

This remote-first company welcomes candidates from North Bay, Ontario for a hybrid position. The rotating 8-hour shift covers 24/7, with 40 hours over 5 days in a week, requiring strong communication and ITIL/ITSM experience.