Information Technology Support Analyst

Bilingual IT Service Desk Analyst

Position Summary

Reporting to the IT Manager, the IT Service Desk Analyst provides timely and effective technical and operational support to end users across system applications, hardware, and software environments. This role is responsible for receiving, prioritizing, documenting, and resolving incidents and service requests, while escalating issues when necessary to ensure seamless service delivery.

Location: 6767 Davand Drive, Mississauga (On-Site)

Coverage: Supporting users across Eastern and Central Time Zones (Canada & U.S.)

Schedule: Monday to Friday, 8:00 AM – 4:00 PM, with occasional after-hours support for critical issues.

Key Responsibilities

• Monitor and respond to incoming service desk incidents and requests via phone and service portal, ensuring courteous, timely, and effective resolution.
• Pr...