Service Desk Analyst – Ottawa

About the role

The Service Desk Analyst is the primary point of contact for end‑users of the Standardized Back‑end Solution (SBS) and related business applications. Working within a central help‑desk model, you will deliver first‑line support, ensure timely incident resolution, and provide a consistent, high‑quality customer experience across finance, HR, payroll and other services.

Key responsibilities

• Provide first‑line incident management and service‑request fulfillment for a range of business applications.
• Assist users with account access, troubleshooting, and basic configuration issues.
• Maintain and update knowledge‑base articles and contribute to continuous service‑improvement initiatives.
• Deliver user training and guidance on application usage.
• Collaborate with application support teams, technical specialists, vendors and business stakeholders to ensure effective support delivery.

Required profile

• Located within commuting distance of Ottawa or willing to relocate.
• Degree in a non‑engineering field (e.g., BSc, BCom, BA) or equivalent progressive experience.
• 0‑1 years of Information Technology experience.
• Authorized to work for any employer in Canada without visa sponsorship.

Required skills

• Familiarity with the Standardized Back‑end Solution (SBS) and related business applications.
• Understanding of incident management and service‑request processes.
• Basic knowledge of the Software Development Life Cycle (SDLC) concepts.

What we offer

• A learning‑focused culture that values teamwork, collaboration and diversity.
• Opportunities for professional growth and skill development.