Service Desk Analyst

Description This role is accountable for providing 1 st level support for internal Moneris end users related to desktop and mobile technologies and standard corporate desktop applications. In this role, you will ensure timely response and resolution to incidents and provide How To support. Responsibilities Accountable for triaging and troubleshooting of moderate to complex level 1 incidents and problems generated by phone, self-service, and email along with resolution/root cause within service target timelines Responsible for providing guidance and training to other members of the 1 st level support Service Desk team related to incidents and How Tos ensuring ongoing transfer of knowledge to support a high level of first call resolution Responsible for contributing to our Knowledge Base by developing content monthly that would be beneficial as self-service articles to drive use of the Knowledge Base by end users and reduce inbound calls to the Service Desk Maintains an understanding of standard applications supported by the End User Services team Requirements Advanced English Fluent French 3+ years of equivalent work experience in technical support or a people management role Experience with end-user technologies, including: Desktops, laptops, and mobile devices, Meeting room technology Operating systems: Windows, MacOS, iOS Experience troubleshooting complex Microsoft 365 incidents, including Outlook/Exchange Online, Teams, OneDrive, MFA, permissions, and user access issues. Experience troubleshooting Outlook, Teams, OneDrive, and Microsoft 365 accounts for end-users Experience managing users, access, and MFA in Azure Active Directory (Entra ID) Experience supporting and managing Windows and MacOS devices through Microsoft Intune Experience troubleshooting LAN/WiFi/VPN connectivity issues and supporting switches and firewalls MCP WIN 10 certification Azure experience Understanding of ITIL processes and call tracking systems (e.g., ServiceNow) Highly proficient in ve