Position title
Senior Service Desk Analyst

Our confidential client is a trusted business partner and market leader that enables Client success through adoption of information technology. Reporting to the Managed Services Delivery Manager, the Service Desk Analyst is responsible for the remote monitoring and remediation, telephone support, deployment services, inventory control and coordination of onsite technical interventions.


• Provide first-response to service incidents (end-user computing, printing and connectivity) requiring telephone support or remote remediation;
• Perform entry-level to intermediate technical interventions, root cause analysis and provide escalation services for all workstation and print devices including network connectivity (Level-1 incidents);
• Perform configuration, imaging and staging services on laptop and desktop computers;
• Manage service incidents requiring escalation and / or on-site intervention;
• Enter updates directly into the MicroAge Ticketing System (start/end times, work performed details) immediately after completing each intervention;
• Interface effectively with the client during service interventions and maintain the highest degree of customer satisfaction;
• Thorough knowledge of the warranty policies and escalation procedures of the various manufacturers supported;
• Have thorough understanding of the MicroAge Service Portfolio, and maintain an in-depth understanding of client operations in order to deliver exceptional maintenance and support services;
• Stay abreast of new technologies, participate in MicroAge sponsored training initiatives, maintain personal certification requirements, and obtain manufacturer certifications relating to the work environment as required by Management;
• Adhere to the procedures and escalation processes as defined by Management.


• College diploma and/or equivalent work experience or technical certificate;
• Possess technical proficiencies outlined below, accompanied by at least two (5) years of related experience:

o Knowledge and experience in administering and troubleshooting of PC and print environments including network connectivity;
o Knowledge and experience in administering and troubleshooting Microsoft Windows 7/8/10 environments;

o Knowledge, operational proficiency and troubleshooting ability of standard business applications such as Microsoft Office Suite, Outlook, O365, Internet Explorer (all versions), Google Chrome (all versions), Firefox (all versions), iTunes, Adobe PDF Reader and Writer, Antivirus software; Bit Defender, MacAfee, Symantec, Sentinel One, WinZip, Active X, Java etc.;

o Knowledge and experience in diagnostics and troubleshooting of hardware: PC (Dell, HP, Lenovo), laptops (Dell, HP, Lenovo, Toshiba), printers (HP, Kyocera);

o Basic knowledge and experience in the implementation and support of SMB internetworking infrastructure: LAN, WAN and wireless appliances o Intermediate knowledge and experience on Remote Management tools: N-Central, TeamViewer, GoToMeeting and Microsoft Teams;

o Intermediate knowledge and experience in diagnostics and troubleshooting both hardware and software related issues on desktop or laptop computers and related peripherals, printers or multifunction devices along with installed options and advanced features.
• Fluent spoken and written English.
• Posses good knowledge of Active Directory administration skills (user create/delete, profiles, login scripts) along with a general knowledge of networking concepts (IP addressing);

Employment Type
Full-Time Permanent
Beginning of employment
Duration of employment
Information Technology
Job Location
Laval, Quebec
Working Hours
Base Salary
Date posted
December 1, 2020
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Position: Senior Service Desk Analyst

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