It Service Desk Lead

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Job title: Infra Technology Specialist /IT Service Desk Lead
Location: Toronto, Ontario Hybrid
Position Type- Contract

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Service Desk

IT support function focused on User Access Management

Job Summary –
Roles/Responsibilities (5 – 8 pointers day to day candidate’s responsibilities)

• Act as the first point of contact for IT-related issues and service requests via phone, email, or ticketing system.
• Provide Level 1 and Level 2 support for hardware, software, network, and application issues.
• Diagnose and resolve complex technical problems, escalating to higher support tiers when necessary.
• Ensure timely resolution of incidents and service requests in accordance with SLAs.
• Maintain accurate documentation of issues, solutions, and processes in the knowledge base.
• Monitor and manage ticket queues, ensuring prioritization and timely follow-up.
• Collaborate with other IT teams for problem resolution and system improvements.
• Mentor and guide junior service desk analysts.
• Participate in root cause analysis and implement preventive measures.
• Support onboarding/offboarding processes, including account creation and access management.
• Assist in continuous improvement initiatives for service desk operations.
• 5–6 years of experience in IT Service Desk or technical support roles.
• Strong knowledge of Windows OS, MS Office Suite, Active Directory, and basic networking.
• Experience with ITSM tools (e.g., ServiceNow, Remedy, or similar).
• Familiarity with ITIL processes and best practices.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Willingness to work in shifts (including night shifts if required).

Years of Experience: 12

Regards,
Compest Solutions Inc
D: 647-660-7562

Job Type: Fixed term contract
Contract length: 12 months

Pay: $40.00-$50.00 per hour

Expected hours: 40 per week

Experience:

• IT Service Desk or technical support: 10 years (preferred)
• Windows OS, MS Office Suite, Active Directory: 10 years (preferred)
• ITSM tools (e.g., ServiceNow, Remedy: 10 years (preferred)
• IT support function User Access Management: 10 years (preferred)

Licence/Certification:

• ITIL Certification (preferred)