Service Desk Support Analyst (L1)

MNP; Edmonton; On-site; CAD 52,000 - 68,000; Full time

Benefits offered by this job

Generous base pay

4 paid personal days

Group pension plan with 4% matching

Bonus programs

Flexible benefits

Professional development assistance

Job summary

MNP is seeking a Service Desk Support Analyst to handle first-line support for client IT issues, escalating to L2 when needed. The role includes on-call rotations and is an in-office position when not on-call.

You will engage with end users, document issues, and work with neighboring teams to ensure timely resolution while adhering to ITIL processes and internal policies.

Qualifications

• 2 years of professional customer service experience in an IT Call Centre environment.

Responsibilities

• Resolve high-urgency issues for end users and client organizations.
• Deliver strong customer service experience to clients via Phone/Chat Support.
• Provide accurate assessment of customer issues and requests.
• Accurately log customer calls and chats in Service Tickets.
• Recognition and escalation of out-of-scope issues to specialized teams.
• Collaborate with team members and team leaders to ensure fast resolution of client matters.
• Adhering to internal policies, procedures, and guidelines.
• Prompt and accurate submission of timesheets in accordance with corporate billing policies.
• ITIL-aligned processes (Incident, Problem, Request, Change management).
• Following SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP context.
• Create and review Knowledge Base articles for client and L1 team members.

Skills

Customer service

AD/Entra ID

MS 365 support

Networking basics

Windows troubleshooting

Education

IT-related diploma or certs

Tools

Active Directory

MS 365 Admin Center

Intune

Exchange Online

Teams

SharePoint/OneDrive

Job description

What do you think of when you hear the name MNP? We are more than a prominent consulting firm in tax and accounting, we are redefining how organizations succeed in the digital age by bridging strategic vision, technical innovation, and operational execution to deliver transformative results.

Make an impact as we look to strengthen our Managed Services practice with a Service Desk Support Analyst. The primary function of the Service Desk Support Analyst is to respond to calls from clients regarding technical issues, in most cases attempting to resolve the issue, and then routing that issue to the appropriate subject matter expert team (L2) when required. This is an L1 role at a high-volume service desk and requires the successful candidate to work on an on-call rotation. This position is also an in-office role when not on call.

At MNP, you will work alongside a collaborative team of creative thinkers and problem-solvers. You will gain hands‑on experience, tackle meaningful challenges, and grow your skills in an environment where your voice is valued, and your development is a priority. If you are ready to accelerate your career and make a lasting impact, this is where your journey begins.

Responsibilities

• Resolve high-urgency issues for end users and client organizations.
• Deliver strong customer service experience to clients via Phone/Chat Support.
• Provide accurate assessment of customer issues and requests.
• Accurately log customer calls and chats in Service Tickets.
• Recognition and escalation of out-of-scope issues to specialized teams.
• Collaborate with team members and team leaders to ensure fast resolution of client matters.
• Adhering to internal policies, procedures, and guidelines.
• Prompt and accurate submission of timesheets in accordance with corporate billing policies.
• ITIL-aligned processes (Incident, Problem, Request, Change management).
• Following SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP context.
• Create and review Knowledge Base articles for client and L1 team members.

Skills and Experience

• 2 years of professional customer service experience in an IT Call Centre environment.
• A relevant technical post‑secondary diploma, IT related certifications or equivalent work experience.
• Working Knowledge of Active Directory (AD and Entra ID).
• Working Knowledge of Modern Authentication methods (MFA)
• Working Knowledge of MS 365 Support
• User account setup, password resets, and license assignment in Entra ID (Azure AD)
• Exchange Online: mailbox management, distribution lists, shared mailboxes
• Teams: troubleshooting chat, meetings, calling, and integration issues
• SharePoint & OneDrive: permissions, access troubleshooting, sync errors
• Microsoft 365 Security & Compliance Center: basic investigations, policies Intermediate Knowledge of Microsoft Intune (Endpoint Manager)
• Teams Rooms or Meeting Devices troubleshooting
• Email flow and spam filtering issues (Exchange Online Protection, Defender for Office 365)
• Working Knowledge of Microsoft Intune (Endpoint Manager)
• Device enrollment support (Windows, iOS, Android)
• Remote wipe/retire of lost or stolen devices
• Basic policy troubleshooting (Wi‑Fi, VPN, compliance)
• Working Knowledge of Networking.
• Intermediate TCP/IP troubleshooting, DNS, DHCP, VPN
• Wi‑Fi authentication and connectivity issues
• BitLocker, Defender AV/EDR, patch/update troubleshooting
• Remote connectivity support (RDS, Azure Virtual Desktop, VPN clients)
• Working Knowledge of Windows Operating Systems
• Troubleshooting of Windows 11 issues (login, profiles, printing, drivers)
• Familiarity with Shared PC Mode and Windows Autopilot for device setup
• Working Knowledge of Mobile Phone Operating Systems (iOS, Android)
• General Understanding of Role Base Access Control concepts

Required Certifications

• ITIL v4 Foundations.

And one of the following:

• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)

Recommended Certification Track

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Azure Administrator Associate (AZ-104)
• Microsoft 365 Certified: Teams Support Engineer Associate (MS-740)

MY REWARDS @ MNP

With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office.

You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible 'Dress For Your Day' environment, firm sponsored social events and more

• generous base pay
• vacation time
• 4 paid personal days
• a group pension plan with 4% matching
• voluntary savings products
• bonus programs
• flexible benefits
• mental health resources
• exclusive access to perks and discounts
• professional development assistance
• MNP University
• a flexible 'Dress For Your Day' environment
• firm sponsored social events and more

Diversity@MNP

We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply!