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Service Desk Analyst

Job Title: Service Desk Analyst: Reporting to the Operations Manager
(Permanent – Full Time)

LAWPRO has an immediate opening for an IT Service Desk Analyst to support its internal service desk function.


Key Responsibilities:

  • Working under the direction of the Operations Manager, you will act as the first point of contact for end users to receive technology support;
  • Respond quickly and professionally to requests received through the IT ticketing system;
  • Collaborate with end users and technology staff to identify and troubleshoot PC and IP telephony related issues;
  • Assist in on-boarding new employees from a technology perspective (e.g. user account creation, rights assignment);
  • Participate in the installation and maintenance of all PC hardware, software, and other related equipment; and,
  • Maintain a knowledge repository to capture resolution efforts.

Mandatory experience and qualifications to include:

  • Experience using common IT Service Desk tools (e.g. Service Now, Remedy);
  • In-depth knowledge of the Microsoft Office Suite and Windows 7/10 operating systems;
  • Knowledge of basic networking troubleshooting concepts;
  • Understanding and experience isolating hardware issues and coordinating replacements;
  • Experience utilizing desktop imaging tools and techniques (e.g. Ghost, Macrium);
  • Knowledge of mobile devices, management tools and techniques;
  • Knowledge of ITIL principles (e.g., change management, incident management); and
  • Knowledge of BlackBerry, Android, and iOS operating systems.

Other skills and abilities:

  • Experience in any of the following technologies is highly desirable: Lotus Notes, Microsoft Deployment Toolkit (MDT), VMware, System Center, McAfee EPO, Citrix, and Cisco IP Telephony, M365, TEAMS, SharePoint, Onedrive;
  • College diploma and/or University degree in a relevant area (preferred);
  • Demonstrated ability and passion to learn new technologies;
  • Pursuit of education/certification and preservation of knowledge in relevant areas of skill;
  • Adaptable, flexible and able to accept change;
  • Strong communication skills (speaking and writing) with a “client service” attitude in order to provide effective phone, desk-side, and email support; and,
  • Physical demands – lifting and/or carrying ability of 15-30 lbs. or more.

It is preferred that the candidate email their resume and cover letter to [email protected]

Diversity and inclusion matter at LAWPRO. If contacted for an interview, please advise if you require accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

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