IT Service Desk Lead

2 days ago

Toronto, Ontario, Canada COMPEST SOLUTIONS INDIA PRIVATE LIMITED Full time

Job title: Infra Technology Specialist /IT Service Desk Lead

Location: Toronto, Ontario Hybrid

Position Type- Contract

Please reply with your expected Contract rate range--

Service Desk

IT support function focused on User Access Management

Job Summary –

Roles/Responsibilities (5 – 8 pointers day to day candidate's responsibilities)

  • Act as the first point of contact for IT-related issues and service requests via phone, email, or ticketing system.
  • Provide Level 1 and Level 2 support for hardware, software, network, and application issues.
  • Diagnose and resolve complex technical problems, escalating to higher support tiers when necessary.
  • Ensure timely resolution of incidents and service requests in accordance with SLAs.
  • Maintain accurate documentation of issues, solutions, and processes in the knowledge base.
  • Monitor and manage ticket queues, ensuring prioritization and timely follow-up.
  • Collaborate with other IT teams for problem resolution and system improvements.
  • Mentor and guide junior service desk analysts.
  • Participate in root cause analysis and implement preventive measures.
  • Support onboarding/offboarding processes, including account creation and access management.
  • Assist in continuous improvement initiatives for service desk operations.
  • 5–6 years of experience in IT Service Desk or technical support roles.
  • Strong knowledge of Windows OS, MS Office Suite, Active Directory, and basic networking.
  • Experience with ITSM tools (e.g., ServiceNow, Remedy, or similar).
  • Familiarity with ITIL processes and best practices.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment and handle multiple priorities.
  • Willingness to work in shifts (including night shifts if required).

Years of Experience: 12

Regards,

Compest Solutions Inc

D:

Job Type: Fixed term contract

Contract length: 12 months

Pay: $40.00-$50.00 per hour

Expected hours: 40 per week

Experience:

  • IT Service Desk or technical support: 10 years (preferred)
  • Windows OS, MS Office Suite, Active Directory: 10 years (preferred)
  • ITSM tools (e.g., ServiceNow, Remedy: 10 years (preferred)
  • IT support function User Access Management: 10 years (preferred)

Licence/Certification:

  • ITIL Certification (preferred)

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