Job Title

LeverageTek is actively seeking an IT Service Desk Analyst position for a 1-year contract with its Ottawa based customer. Responsibility #1: Incident Management and Technical Support Act as the first point of contact for IT-related inquiries, incidents, and service requests. Diagnose and resolve technical issues related to hardware, software, and network connectivity within SLA timeframes. Document and track all incidents and requests in the IT Service Management (ITSM) system. Escalate unresolved issues to the appropriate second-level or third-level support teams. Perform remote troubleshooting using diagnostic tools and techniques. Responsibility # 2: Customer Service and Communication Build strong relationships with users by demonstrating empathy, patience, and a commitment to excellent service delivery. Ensure users are informed of planned maintenance, system outages, and other IT-related updates. Responsibility #4 Systems Monitoring and Reporting Monitor system performance, alerts, and outages using monitoring tools and dashboards. Responsibility # 5: Support Process Improvement ~ Provide feedback on service desk processes and tools to improve efficiency and user satisfaction. Minimum 2-4 years of recent IT service desk experience providing level 1 & 2 technical support. Experience providing technical support within Microsoft Office and Windows technical environments (including Microsoft Office365). Experienced in using ITSM platforms like ServiceNow and SysAID to log, track, and resolve tickets. Proficient in managing and troubleshooting Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Excel Strong ability to install, configure, and troubleshoot Windows 11, including user profiles, device settings, and updates. Experienced in managing user accounts, groups, and permissions in Active Directory. Capable of creating and troubleshooting Group Policy Objects (GPOs) to enforce security and configuration settings across devices. Assets Proficient in configuring and troubleshooting OneDrive and SharePoint for file storage, sharing, and collaboration Bilingualism considered an asset We are a trusted partner to leading private and public sector organizations and experts in talent solutions that create optimal business outcomes. Our roots are in technology, but we are also a proven leader in accounting and finance, sales and marketing, human resources, supply chain, and legal talent acquisition. We offer contract and permanent staffing, executive search, talent mapping, management consultancy, and contractor payroll management. We offer a welcoming and inclusive environment in service to one another, our customers, the candidates we represent, and the diverse communities we call home. We welcome applications from all qualified individuals regardless of race, religion, gender, national origin, age, disability, and marital status. Accessibility accommodations are available upon request