Service Desk Analyst

Responsibilities

• Provide Level 1 / Level 2 technical support via phone, email, chat, or ticketing system
• Log, categorize, and prioritize incidents and service requests in the ITSM tool
• Troubleshoot Windows OS, Office 365, email, Teams, and network connectivity issues
• Manage user accounts including password resets, unlocks, and access provisioning
• Escalate unresolved issues to appropriate support teams
• Maintain accurate documentation of incidents, resolutions, and knowledge articles
• Monitor ticket queues to ensure adherence to SLAs and KPIs
• Assist in asset tracking and inventory management

Requirements

• Diploma or degree in Information Technology, Computer Science, or related field
• 1–3 years of experience in a Service Desk or IT Support role
• Strong knowledge of Microsoft Windows OS and Microsoft 365 suite
• Experience with Active Directory / Azure AD (Entra ID)
• Experience with ITSM tools such as ServiceDesk Plus, ServiceNow, or Jira Service Management
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Excellent troubleshooting and customer service skills

Preferred Qualifications

• ITIL Foundation certification
• Experience with endpoint management tools like Intune
• Knowledge of identity and access management (IAM) processes
• Exposure to cybersecurity best practices

About the Company

Black & McDonald is an integrated, multi‑trade service provider that safely delivers high quality construction, facilities management, and technical solutions. We are a family-owned and family-run company with 100 years of diverse market experience across North America.