Service Desk Support Analyst

About the role

The Service Desk Support Analyst provides first‑level technical assistance to canfitpro employees, ensuring hardware, software and network issues are resolved quickly and efficiently. The role also contributes to knowledge‑base documentation and supports device deployment to maintain a stable and secure IT environment.

Key responsibilities

• Deliver technical support via phone, email and chat, prioritising and resolving hardware, software and networking incidents.
• Handle tickets to achieve First Call Resolution (FCR) and First Level Resolution (FLR) within defined SLAs.
• Log all incidents in the ITSM platform and maintain accurate historical records.
• Escalate complex issues to senior IT staff when necessary.
• Administer end‑user hardware, peripherals and service access.
• Set up and deploy new or replacement devices, including software updates and vulnerability patches.
• Manage end‑user accounts, onboarding, role changes and off‑boarding processes.
• Create and maintain IT knowledge‑base articles in the ITSM solution.
• Monitor IT asset inventory to ensure accurate records.

Required profile

• Proven experience providing first‑level IT support to end‑users.
• Ability to follow documented procedures and maintain detailed ticket records.
• Strong communication skills for interacting with non‑technical staff.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Basic networking concepts
• IT Service Management (ITSM) tools
• Software deployment and vulnerability management tools
• Asset inventory management