Service Desk Analyst (*6 month contract*)

Title: Service Desk Analyst (*6 month contract*)

Reports To:  Service Desk Manager

Who are we?

We are a growth-oriented company that own and operate the highest quality rental communities across Canada. We offer our residents attractive, comfortable and secure homes and are constantly seeking talented individuals to join our team.

Our employees are essential to the success of our communities and we consider them our most valuable assets. We proudly invest in our employees’ learning and growth through our Mentorship Program and our Leadership Development Program, offered in partnership with Concordia University. As a recognized 2025 Mercer Best Employer, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. This is reflected in the incredible progress we've made in raising our Engagement Score above the Canadian Top Quartile. It's a testament to the dedication of our people across the country. Together, we will continue to raise our levels of employee engagement.

The Opportunity:

The Service Desk Analyst is reponsible for providing first line technical support for computer hardware and software, mobile devices & printers. This includes incident identification, triage, tracking, resolution and potentially following up to ensure that service levels are maintained. The Service Desk Analyst strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to user inquiries per agreed service levels. Resolution will include the escalation of incidents to the appropriate sections in IT or to external vendors.

How You Will Make An Impact:

• Handle incidents/problems related to providing network, application, and hardware support for the business. Triage, resolve and/or appropriately escalate technical problems that arise
• Answer Help Desk calls and providing first tier support for Microsoft Windows, Productivity Software (Microsoft Office Suite, SAP, internal applications, etc.) PC hardware,  network connectivity, mobile devices (Android & iOS), A/V Conferencing (Cisco WebEx), VOIP systems (Cisco & RingCentral) and Printers (Xerox MFPs)
• User administration (Onboarding/Offboarding, password resets, network access, etc.)
• Asset Management
• Hardware deployment
• Author knowledge base artifacts and documenting Help Desk processes & procedures
• Maintain a high quality of service to customers
  
  

What You Will Bring:

• 2-3 years of experience as a Service Desk Analyst
• Experience with Active Directory
• Experience with ServiceNow ITSM
• Advanced PC skills
• Familiarity with basic networking concepts
• Experience with user administration in a client-server environment
• Excellent interpersonal skills and the ability to adapt to a wide range of user skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to recognize, evaluate, and resolve problems effectively
• Demonstrated excellence in installing and configuring operating systems, networked and local printers, and business applications
• Strong analytical and organizational skills
• Exceptional verbal & written communications skills
• Bilingualism an asset (English and French), both written and spoken
• Experience with SAP an asset

What's in it for you?

• Competitive Base Salary between $50,000 - $60,000
• Hybrid Work Model: Minimum 3 days a week in the office