Service Desk Analyst

Service Desk Analyst- Full Time

Markham, ON

Build Your Career At Black & McDonald

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 that employs thousands of highly skilled and talented professionals across North America. With 100 years of diverse market experience, we are a forward-thinking organization with a strong track record of delivering operational excellence and customer-focused solutions that stand the test of time.

About This Career Opportunity

Black & McDonald's Corporate Service Group is growing! If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Service Desk Analyst is located in Markham, ON and typically reports directly to the Service Desk Team Lead.

The Service Desk Analyst is responsible for providing first-line technical support to end users, ensuring timely resolution of IT incidents and service requests. The role focuses on delivering high-quality customer service, troubleshooting hardware/software issues, and maintaining operational efficiency aligned with ITIL best practices.

Key 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 and resolve issues related to:
• Windows operating systems
• Office 365 / Microsoft 365 applications
• Email, Teams, and collaboration tools
• Network connectivity (VPN, Wi-Fi, LAN)
• Printers, peripherals, and mobile devices
• Perform user account management tasks:
• Password resets
• Account unlocks
• Access provisioning/deprovisioning (IAM coordination)
• Escalate unresolved issues to appropriate support teams (Deskside, Infrastructure, Security, etc.)
• Maintain accurate documentation of incidents, resolutions, and knowledge articles
• Follow ITIL processes (Incident, Request, Problem, and Change management)
• Monitor ticket queues and ensure adherence to SLAs and KPIs
• Participate in shift rotations, if required
• Assist in asset tracking and inventory management
• Contribute to continuous improvement of service desk processes and user experience

Required Qualifications

• 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 desktop environments
• Microsoft 365 / Office 365 suite
• Active Directory / Azure AD (Entra ID)
• Experience with ITSM tools (e.g., ServiceDesk Plus, ServiceNow, Jira Service Management)
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Familiarity with remote support tools
• Excellent troubleshooting and problem-solving skills
• Strong communication and customer service skills

Preferred Qualifications

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

Key Competencies

• Customer-focused mindset
• Ability to work under pressure and manage multiple priorities
• Strong attention to detail
• Effective documentation skills
• Team collaboration and communication
• Analytical and critical thinking

The expected salary range for this role is between $55,000 and $65,000. The starting salary will be determined based on several factors such as the successful candidate's qualifications, including but not limited to education and experience. Base pay is one component of Black & McDonald's total rewards package. Total rewards vary by position and may include additional offerings such as group insurance benefits, pension plan, annual discretionary bonus, career development programs, and other HR programs.

Black & McDonald welcomes and encourages applications from persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.