Service Desk Analyst – Part‑Time (20 hrs/week)

About the role

This part‑time Service Desk Analyst position provides first‑line technical assistance to internal users in a fast‑paced, 24/7 enterprise IT environment. You will handle incoming calls and chat requests, troubleshoot a wide range of issues, and ensure a positive user experience.

Key responsibilities

• Act as the initial point of contact for employees via phone and chat.
• Diagnose and resolve Level 1 issues related to hardware, software, mobile devices, printers, telephony and remote access.
• Escalate more complex incidents to Level 2 teams with proper documentation.
• Prioritize and track requests to meet service‑level standards.
• Identify recurring problems and suggest process improvements.
• Assist in evaluating service‑desk tools to enhance efficiency.

Required profile

• Previous experience in customer service, technical support or a service‑desk setting.
• Strong written and verbal communication with a client‑first mindset.
• Analytical and problem‑solving abilities to troubleshoot basic technical issues.
• Ability to work in a high‑volume, fast‑paced environment and manage time effectively.

Required skills

• Hardware and software troubleshooting
• Mobile device support
• Printer and telephony support
• Remote access technologies (VPN)
• ServiceNow (or similar ticketing system)
• RSA authentication
• Microsoft Office suite
• Windows operating systems

What we offer

• Competitive compensation aligned with Canadian part‑time IT roles.
• Flexible schedule (day or night shifts) – 20 hours per week.
• Exposure to large‑scale enterprise IT systems and global teams.
• Comprehensive training and continuous technical development.
• Opportunities for career growth within the organization.