Service Desk Analyst

7 days ago

Mississauga, Ontario, Canada Commerx Computer Systems Full time $55,000 - $60,000 per year

Job Overview

We are looking for a Service Desk Analyst to join the Commerx Managed Services team. This role is the frontline of our customer experience providing timely, accurate, and professional support for hardware, software, and cloud issues across our client base.

As part of a growing MSP environment, you will handle Tier 1 incidents, service requests, and monitoring alerts for servers, networks, storage, and cloud systems for escalation. You'll work closely with senior engineers and account teams to ensure fast resolution, clear communication, and exceptional service delivery.

Responsibilities

  • Serve as the first point of contact for Managed Services clients via phone, email, and ticketing system.
  • Log, document, and track incidents, requests, and changes in our service management platform with accuracy and attention to detail.
  • Provide Tier 1 support for Windows desktop, server, and application issues, escalating to Tier 2/3 teams as appropriate.
  • Deliver excellent customer service by following up on tickets, providing status updates, and ensuring timely resolution.
  • Monitor and respond to alerts from infrastructure monitoring systems, including servers, network devices, storage, and cloud services.
  • Support user account management, password resets, access permissions, group memberships, and MFA troubleshooting.
  • Provide first-level support for Office 365, Microsoft Teams, and email connectivity issues.
  • Troubleshoot networking, VPN, and connectivity issues for remote and on-premise users.
  • Troubleshoot all Workstation and user level application related issues.
  • Assist with the planning, testing, and deployment of new infrastructure, applications, and updates.
  • Perform post-resolution follow-up to confirm issue closure and customer satisfaction.
  • Identify and escalate critical service-impacting incidents to management and senior engineers.
  • Contribute to internal knowledge base documentation and service desk playbooks to improve future response times.

Desired Skills and Experience

  • Post-secondary diploma in Computer Systems Technology or a related field, or equivalent experience.
  • Strong understanding of computer hardware, software, and networking fundamentals.
  • Technology certifications (CompTIA A+, Network+, Microsoft 365, or Azure Fundamentals) are considered strong assets.
  • Ability to pass a background check to support customers requiring secure access (Commerx will facilitate this).

Personal Attributes

  • Superior written and verbal communication skills.
  • Strong problem-solving and analytical abilities.
  • Excellent time management and prioritization under pressure.
  • Proven ability to work in a team-oriented, collaborative environment.
  • Positive attitude, professional demeanor, and strong customer empathy.
  • Commitment to continuous learning and improvement.

Working Conditions

  • Hybrid work environment: office and work-from-home flexibility.
  • Occasional on-site client visits for support and project implementation.
  • Participation in the on-call rotation several times per year.
  • After-hours or weekend work may be required for emergencies or scheduled changes.

Benefits

  • Extended health care.
  • Paid time off.
  • Work-from-home flexibility.
  • On-site gym and parking.
  • Bonus pay.

Schedule

  • 8-hour shifts, 9 AM – 5 PM (Flexible).
  • After-hours incident handling and scheduled changes.
  • Participation in on-call rotation.

Job Type: Full-time

Pay: $55,000.00-$60,000.00 per year

Benefits:

  • Dental care
  • Extended health care
  • On-site parking
  • Paid time off

Education:

  • DCS / DEC (preferred)

Work Location: Hybrid remote in Mississauga, ON

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