Service Desk Analyst

IKO Industries Ltd. offers a supportive, team-focused IT environment with benefits designed for your health and wellbeing, along with opportunities to grow your technical skills. The Company recognizes that employee strength drives success, with a focus on helping individuals feel pride in their contributions. You will work in a progressive and challenging workplace that values teamwork and integrity.

What you’ll do

• Provide technical support to end users across hardware, software, network, and enterprise applications.
• Own the full lifecycle of incidents and service requests, ensuring timely resolution and accurate documentation in the IT Service Management (ITSM) platform.
• Follow established Global IT Service Management processes, including change management, incident management, knowledge management, problem management, request management, and service level management.
• Create, update, and maintain knowledge base articles, technical procedures, policies, and standard operating processes for endpoint technologies.
• Support continuous improvement aligned with ITIL best practices to improve incident resolution, request fulfillment, and operational efficiency.
• Establish, monitor, and refine service management processes and KPIs.
• Coordinate Priority 1 (P1) and major incident responses, including setting up incident bridges, engaging technical and business stakeholders, and helping restore services quickly.
• Contribute to post-incident reviews and root cause analysis (RCA) to identify service improvement opportunities.
• Manage ticket assignments within the Service Desk team to ensure issues are routed to the right stakeholders.
• Maintain strong troubleshooting expertise for endpoint infrastructure and enterprise applications.
• Research emerging technologies and endpoint industry standards to improve the end-user experience.
• Support application deployment requirements and contribute to modernization of endpoint management platforms.
• Work with the Network team to access network devices via console connections, troubleshoot issues, and support equipment replacements.
• Perform other duties assigned by the Manager, Service Desk.

What you bring

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent qualifications.
• Minimum 3 years of IT support experience, including exposure to infrastructure environments.
• ITIL Foundation certification required.
• Strong knowledge of Windows, Active Directory, Microsoft Office 365, and common enterprise applications.
• Working knowledge of Microsoft Intune, including device management, policy configuration, application deployment, and endpoint administration.
• Familiarity with networking concepts including TCP/IP, VLANs, DNS, and DHCP.
• Knowledge of Windows Server and virtualization platforms.
• Strong troubleshooting, investigation, analytical, and problem-solving skills.
• Experience creating technical documentation, end-user guides, and training materials.
• Ability to work independently, prioritize competing tasks, and manage multiple responsibilities in a fast-paced environment.
• Excellent customer service skills with empathy and professionalism.
• Strong verbal and written communication skills, including active listening.
• Collaborative approach for global departmental meetings and positive influence on outcomes.
• Ability to follow IT best practices, departmental policies, and operating procedures.
• Positive, enthusiastic attitude with willingness to learn and develop technical skills.
• Excellent English proficiency required; French knowledge or willingness to build French-language proficiency is an asset.
• Valid driver’s license considered an asset.

Tools you’ll work with

Windows operating systems, Active Directory, Microsoft Office 365, Microsoft Intune, TCP/IP, VLANs, DNS, DHCP, Windows Server, virtualization platforms.

Benefits

• Health Insurance (includes teledoc, virtual health, FSA, HCSA & other benefits)
• Dental Insurance
• Vision Insurance
• Life Insurance
• Health Spending Account
• Employee Support and Mental Wellness
• Short-term Disability
• 401k Match
• Paid Vacation
• Floating Days
• Employee Assistance Program
• Employee Engagement Events
• Awards and Recognition
• Tuition Reimbursement
• Service Awards
• Employee Perks & Discounts

Diversity and equal opportunity

• IKO Industries Ltd. is an equal opportunity employer committed to diversity and inclusion.
• Qualified applicants are considered without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status, or disability.
• IKO encourages and welcomes applications from people with disabilities.
• Accommodations are available on request for candidates participating in the selection process.