Job title: Service Desk Analyst (ONSITE)
Location: London, ON
Duration: Long Term Contract
Job Description:
Key Responsibilities
Manage and lead Service Desk and Deskside teams (L1 & L2 analysts)
Handle support across multiple channels: calls, chat, self-help, and email
Act as the Single Point of Accountability (SPOC) for Service Desk and Deskside delivery
Ensure training, knowledge management, and skill development for the team
Track and report Service Desk performance metrics
Provide hands-on support for infrastructure-related customer issues
Perform hardware deployment, including hardware and OS refresh activities
Provide first-level support for printers and MFP devices
Manage Intune for mobile device management
Support SCCM and deployment activities
Perform patching and vulnerability management
Manage device lifecycle (laptops, workstations, monitors, peripherals) from procurement to retirement
Maintain inventory and support IMAC (Install, Move, Add, Change) activities
Manage incident, problem, and service request tickets in ServiceNow
Develop and maintain knowledge base articles
Track hardware and software assets in ServiceNow
Act as onsite IT representative for business users
Provide basic audio-visual support in meeting rooms
Deliver monthly reporting on CSAT, DSAT, incidents, requests, and problems, including DSAT follow-ups and action plans
Identify and drive continuous improvement opportunities
Required Skills
Experience in Service Desk processes and support
Service Desk performance tracking and reporting
Strong communication skills (oral and written)
Hands-on experience in resolving infrastructure-related issues
Knowledge of ITSM platforms, including ServiceNow
Desired Skill
ServiceNow IT Service Management
