Service Desk Analyst

McCarthy Tétrault is a Canadian law firm that offers a full suite of legal and business solutions to clients in Canada and around the world. At McCarthy Tétrault, we offer challenging and rewarding career opportunities in our offices in Toronto, Montreal, Quebec City, Calgary and Vancouver. We are delighted to have earned the distinction of one of Canada's Best Diversity Employers for the thirteenth consecutive year in 2025. Our culture is built on professional excellence, collaboration, innovation, thought leadership and entrepreneurialism. We embrace inclusion in all its forms and we provide the tools and opportunities to help our people develop to their full potential.

We are recruiting for a Service Desk Analyst to join our team in our Toronto office. The successful candidate must have a minimum of 3 years of experience in IT support or systems administration and will be responsible for managing end users' hardware and software incidents and service requests, maintaining documentation within the Enterprise Service Management system, contributing to Problem, Change, and Knowledge Management processes, and providing technical training and support to end users. McCarthy Tétrault employees benefit from a hybrid work environment.

As a Service Desk Analyst, you will be responsible for:

• Managing end users' hardware and software related incidents/service requests throughout their entire lifecycle (Create, Assign, Investigate, Resolve, Close) by adhering to the Incident Management process.
• Documenting, logging and tracking all calls, e-mails, voicemails and drop-ins using an Enterprise Service Management software.
• Contributing to the Problem and Change Management processes.
• Contributing and maintaining Knowledge Base Articles by adhering to the Knowledge Management process.
• Providing one-on-one training to end users for specific hardware and software issues.
• Escalating and liaising with other IT teams to resolve incidents and service requests.
• Participating in project initiatives.
• Communicating and working with third party vendors.
• Contributing to the MT People Changes  process. (New Hires, Departures, Moves).
• Reporting tasks at the request of the IT Manager.

As our ideal candidate, you will distinguish yourself by the following profile:

• 3+ years of related experience preferably in a professional services environment.
• College diploma in Computer Systems, Systems Administration, or related technical discipline.
• Good analytical problem solving skills; ability to troubleshoot and resolve application problems.
• Patience, interpersonal skills and an ability to deal with and manage difficult situations.
• Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.
• Capacity to adapt to different work schedules (weekdays, weekends), including overtime when needed.
• Willingness to learn new software applications.
• Understanding of ITIL, and its basic fundamentals.
• Experience with Enterprise Service Management software, such as ServiceNow.

As a member of the McCarthy team, you will have access to:

• Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements.
• Competitive compensation, paid overtime and generous time off, including a day off to volunteer and a day off for your birthday.
• A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
• Strong community involvement and a commitment to equity, diversity and inclusion.
• A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.

How to Apply: 

We encourage external candidates to apply online and internal applicants must apply directly through our internal careers portal on Espresso. We look forward to receiving your application.

We thank all applicants for their interest in McCarthy Tétrault; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status. McCarthy Tétrault is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment. Please notify us if you require accommodation at any time during the recruitment process.