It service desk analyst Jobs

IT Supervisor
Happy Planet Foods —Burnaby, BC
- Full-time
- Windows
- Supervising experience
- Bachelor's
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Senior Analyst, Service Desk
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- On call
- Azure
- Microsoft Outlook
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- $32–$37 an hour
- Weekends as needed
- English
- Bachelor's
- Travel
- Wellness program
- Employee assistance program
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Technical Services Analyst
Wenco (a Hitachi Construction Machinery subsidiary) —Richmond, BC
- $80,000–$90,000 a year
- Full-time
- Bilingual
- Computer science
- Computer Science
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Technical Analyst (Auxiliary)
ISM Canada —Victoria, BC
- $3,188.82–$3,648.92 a month
- Temporary
- Azure
- Windows
- Microsoft Office
- Work from home
5d
Support Analyst - Kenora ON
FSET Inc. —Kenora, ON
- $67,600–$72,800 a year
- 8 hour shift
- Hybrid work
- English
- No university degree
- Travel
- Wellness program
- Disability insurance
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Repo Trading Support Analyst
BMO Financial Group —Toronto, ON
- $75,900–$141,900 a year
- Full-time
- Microsoft Excel
- Python
- Tuition reimbursement
- Life insurance
Equites Pre-Trade Production Support
Citi —Mississauga, ON
- $94,300–$141,500 a year
- Weekends as needed
- Hybrid work
- Oracle
- Databases
- SQL
Help Desk Analyst
Keeran Networks —Edmonton, AB
- Communication skills
- Time management
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Service Desk Analyst | Analyste du centre de services
Jesta I.S. —Montréal, QC
- Weekends as needed
- Hybrid work
- Microsoft Outlook
- Computer Science
- Customer service
- Wellness program
- Disability insurance
Quick apply
User Support Technician
Hy-Tek Computer Sales and Service Ltd. —Rocky Mountain House, AB
- $35.50–$49.07 an hour
- Full-time
- English
- Windows
- Microsoft Office
- Dental care
- Vision care
Quick apply
Bilingue Analyste, Centre de services des TI / Bilingual Analyst, IT Service Desk
Visique —Montréal, QC
- Call to connect
- Bilingual
- English
- Microsoft Office
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Integrated Services - Systems Analyst
F12.net —Edmonton, AB
- Full-time
- SharePoint
- Disability insurance
- Dental care
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1d
Support Engineer
PolyAI —Toronto, ON
- Salesforce
- English
- Agile
- Paid time off
Quick apply
17h
IT Support Centre Analyst
Johnston Equipment —Montréal, QC
- Full-time
Quick apply
5d
Murex Credit/Rates Functional Support – Front Office (ENG)
CGI —Montréal, QC
- Full-time
- Bilingual
- English
- Profit sharing
- Employee stock purchase plan
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Project Team Engineer
403Tech —Calgary, AB
- English
- Computer networking
- Communication skills
SERVICE DESK ANALYST
Nova Networks Inc. —Canada
- $19–$23 an hour
- Computer Science
- No university degree
5d
Bilingual Service Desk Analyst 12 Month Contract
Compugen Inc —Canada
- $23–$33 an hour
- Weekends as needed
- Hybrid work
- Bilingual
- Computer Science
- Customer service
1d

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IT Supervisor

Happy Planet Foods -
Burnaby, BC

Quick apply

Job details

Full-time

Qualifications

Desktop support
Windows
Supervising experience
Incident response
Bachelor's
Leadership
Communication skills

Full job description

ROLE: IT Supervisor

REPORTS TO: Director of IT

LOCATION: Burnaby Head Office

We are seeking a hands‑on End User Support Supervisor to lead a desktop support team while owning service performance, operational KPIs, cybersecurity incident response coordination, and selected IT projects. This role is a critical front‑line leadership position responsible for end‑user experience, operational discipline, and rapid response during security events.

The successful candidate will be customer‑focused, metrics‑driven, calm under pressure, and capable of contributing as a technical resource on IT initiatives.

OPPORTUNITIES

This is an exciting opportunity to strengthen the end-user support experience as our technology environment continues to evolve. The primary challenge will be balancing daily operational demands, ticket performance, cybersecurity readiness, and project support. This role provides the opportunity to build scalable support processes, improve service visibility through KPIs, and contribute to IT initiatives that directly impact employees across the organization.

HERE IS WHO YOU ARE…

DRIVE & MOTIVATION

You enjoy leading teams and improving the end-user experience.
You take ownership of service levels and follow-through.
You are motivated by practical problem solving and continuous improvement.
You stay calm and organized during urgent or high-impact issues.

CHARACTER & ABILITIES

You are approachable, professional, and customer-focused.
You coach others with clarity, patience, and accountability.
You communicate well with technical and non-technical audiences.
You can prioritize quickly when demands shift.

KNOWLEDGE & SKILLS

You understand desktop support, endpoints, M365, and service desk practices.
You can manage ticket queues, SLAs, reporting, and documentation standards.
You understand incident coordination during cybersecurity events.
You use metrics to identify trends and service improvements.

EXPERIENCE

5+ years of experience in end‑user or desktop support
2+ years in a lead or supervisory role
Experience managing ticket queues, SLAs, and service metrics
Strong knowledge of:
- Windows OS
- Microsoft 365
- Endpoint hardware and peripherals
Experience participating in security incident response at the desktop/end‑user level
Strong communication skills, including during high‑pressure situations
You have experience supervising or leading IT support resources.
You have hands-on desktop support or service desk experience.
You have supported onboarding, offboarding, and endpoint lifecycle activities.
You have contributed to IT projects or technical deployments.

NICE-TO-HAVE

Experience with ITSM tools, knowledge bases, and self-service practices.
Exposure to SOC, phishing, malware, or endpoint security response processes.
Experience preparing operational reports for IT leadership.

THINGS YOU WILL DO…

Lead desktop support analysts and create a consistent end-user support experience.
Own daily ticket operations, queue health, SLA recovery, and escalation practices.
Track KPIs and turn operational trends into actionable improvements.
Coordinate end-user support during cybersecurity events and security-driven initiatives.
Contribute technical support to endpoint, M365, process, and tool-related projects.
Improve workflows, knowledge resources, documentation, and self-service adoption.

OTHER …

May support time-sensitive cybersecurity incidents affecting end users.
May balance operational duties with project work based on available capacity.
May support audits, reporting, and compliance needs as required.

___________________________________________________________________________________

DETAILED DESCRIPTION OF DUTIES:

Team Leadership & End-User Experience

Supervise, coach, and mentor three desktop support analysts.
Provide daily task direction, performance feedback, and skill development.
Act as the primary escalation point for complex or high-impact end-user issues.
Ensure consistent, professional, customer-focused support delivery.
Support onboarding, offboarding, and endpoint lifecycle management.

Ticket Operations & Queue Management

Own all day-to-day ticket operations, including intake and volume trends.
Monitor and manage backlog, ticket aging, SLA performance, and breach recovery.
Reprioritize, reassign, and escalate tickets to maintain service levels.
Analyze recurring incidents and drive root-cause resolution.
Enforce ticket quality, categorization, and documentation standards.

KPIs, Metrics & Reporting

Define, track, and continuously improve KPIs, including FRT, MTTR, SLA compliance, ticket backlog and aging, reopen and escalation rates, and CSAT.
Produce weekly and monthly operational reports.
Present actionable insights and trends to IT leadership.
Use metrics to drive accountability, staffing decisions, and service improvements.

Cybersecurity Incident Coordination (Point Person)

Serve as the primary end-user support point of contact during cybersecurity events.
Coordinate desktop support response during phishing incidents, malware infections, account compromise events, and endpoint security alerts.
Act as liaison between end users, IT Security/SOC, Infrastructure, and Management teams.
Ensure timely containment actions, accurate user communication, and proper incident documentation and ticketing.
Support post-incident review and improvement actions.
This role does not replace Security or SOC; it ensures fast, organized, and effective end-user response during security emergencies.

IT Projects & Technical Contribution

Act as a technical resource on endpoint rollouts or refreshes, M365 feature implementations, tool or process upgrades, and security-driven initiatives affecting end users.
Assist with planning, task execution, user communications, change management, testing, and deployment support.
Balance project work with operational responsibilities as a capacity-based resource.

Process & Continuous Improvement

Identify opportunities to reduce ticket volume through knowledge base improvements, self-service and automation, training, and documentation enhancements.
Improve incident, request, and escalation workflows.
Collaborate with Infrastructure, Security, and Applications teams.
Support audits, reporting, and compliance needs as required.

Quick apply

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