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Service Desk Analyst - Peterborough 2 Days/Rest Remote
Job summary
A leading business in automotive services is seeking a Service Desk Analyst in Peterborough, Ontario. In this role, you will provide tiered technical support across a dynamic Group IT environment. You’ll be responsible for troubleshooting hardware and software issues while ensuring excellent customer service. The ideal candidate will have strong knowledge of Windows environments and Microsoft 365, while also being proactive and adaptable. Training will be provided as part of the company's ongoing digital transformation efforts.
Benefits
Qualifications
- Strong Windows support knowledge is essential.
- Excellent verbal and written communication skills.
- Ability to handle issues with a proactive attitude.
- Experience in maintaining clear technical documentation.
- Familiarity with ITIL principles is a plus.
Responsibilities
- Provide 1st, 2nd and 3rd line technical support.
- Troubleshoot hardware, software, and network issues.
- Maintain clear technical documentation.
- Manage multiple tickets effectively in a busy queue.
- Collaborate with colleagues to resolve escalations.
Skills
Tools
Our client is a leading business in its field and at the beginning of a major business transformation covering people, process and technology. They have the ambition to double their revenue by maximising existing business streams and entering new markets. To enable this, the IT Department is evolving with a restructure, new roles and upskilling existing ones and has moved to an Agile Methodology. We are now recruiting a Service Desk Analyst, supporting four businesses across a busy and fast-moving Group IT environment. You’ll be the first point of contact for technical issues, delivering high-quality support, troubleshooting problems and keeping clear, up-to-date documentation. You’ll also work closely with the wider team to manage escalations and share knowledge. This role covers a mix of on-premise and cloud-based technologies (including Azure), alongside bespoke systems such as customised D365 Business Central with full training provided for any gaps.
- Provide 1st (20%) / 2nd (60%) / 3rd (20%) line technical support and deliver excellent customer service
- Troubleshoot hardware, software and network issues across Windows environments
- Maintain clear technical documentation
- Follow Service Desk processes and manage multiple tickets in a busy queue
- Collaborate with colleagues to resolve escalations
- Use ITSM tools (e.g., Freshservice) to log, track and resolve requests
- Ensure issues are fully resolved and communicated clearly to users
- Essential: Windows 10/11, AD/Entra, Microsoft 365, Intune, Teams and SQL or Python
- Desirable: Azure, SharePoint, D365/Business Central
- Bonus: Freshservice ITSM
- Strong Windows support knowledge
- Excellent communication and customer service skills
- Ability to own and resolve issues with a positive, proactive attitude
- Strong written skills for documentation
- Calm, organised approach during high-pressure periods
- Understanding of ITIL principles
- Team-oriented, empathetic, and adaptable
This organisation invests in training and development, with new applications being introduced as part of an ongoing digital transformation programme.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.