Description
The Service Desk Analyst ensures proper computer operation so end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and resolving help requests, and escalating incidents when necessary to maintain SLA expectations. Problem resolution may involve diagnostic tools, remote support utilities, and hands-on assistance at the desktop or Airport counter level.
This role also supports weekday front‑desk security operations, including visitor intake, appointment verification, and coordination with departments to maintain a secure and controlled environment.
The position provides weekend IT support on a rotating basis and contributes to cybersecurity monitoring by triaging alerts and responding to reported phishing attempts.
Responsibilities
Strategy & Planning
- Alert management to emerging trends in incidents.
- Monitor service desk activity and incident trends, identifying recurring issues, emerging risks, and opportunities for improvement.
- Communicate significant trends and technology-related concerns to management and recommend solutions.
Acquisition & Deployment
- Deploy, configure, and maintain approved software and applications using established tools, processes, and security standards.
- Provide technical support for hardware, software, peripherals, and end-user technology through remote and hands-on troubleshooting.
- Maintain working knowledge of supported technology and research solutions using internal and external resources.
IT Service Desk Operations
- Serve as the first point of contact for IT support requests received through phone, web portal, email, and chat.
- Build positive relationships with end users, assess needs, prioritize requests, and manage expectations in accordance with established SLAs.
- Diagnose, resolve, test, and document incidents and service requests, escalating complex issues with appropriate documentation.
- Maintain accurate incident records and contribute to the IT knowledge base, help guides, and FAQs.
- Perform preventative maintenance and maintain endpoint security, including antivirus and security definition updates.
- Identify and recommend opportunities to improve IT support processes, service delivery, and the end-user experience.
Front Security Desk & Visitor Management
- Serve as the weekday front-desk point of contact for visitors and manage visitor registration and access through the Visitor Management System.
- Verify appointments, coordinate access, enforce building security procedures, and partner with Corporate Security and department leaders to address visitor issues or exceptions.
- Maintain a professional and controlled front-desk environment in accordance with MDAD and Corporate Security requirements.
Weekend IT Support
- Provide rotating weekend IT support for MCC, Charter, Airport Operations, and Headquarters teams.
- Ensure consistent IT support coverage, responsiveness, and service levels across all seven days of operation.
Cybersecurity Monitoring & Phishing Response
- Monitor and triage basic cybersecurity alerts across Microsoft 365, Mimecast, endpoint protection, and related security tools.
- Respond to reported phishing incidents, conduct initial analysis, assist users with remediation, and escalate suspicious or malicious activity as appropriate.
- Document security-related activities and follow established cybersecurity procedures and controls.
Position Requirements
Formal Education & Certification
- College diploma or university degree in computer science or related field, or equivalent work experience.
- ITIL certification considered an asset.
Knowledge & Experience
- Knowledge of basic computer hardware, including Dell laptops, networking equipment, and mobile device management.
- Experience with desktop and server operating systems, including MS Office 365, Windows, macOS, and iOS.
- Extensive application support experience with MS Office 365 products.
- Working knowledge of diagnostic utilities, including ConnectWise and remote support tools.
- Familiarity with ITIL principles and change management.
- Experience with visitor‑management systems or front‑desk operations is an asset.
- Familiarity with cybersecurity fundamentals, phishing identification, and alert triage.
- Exceptional written and oral communication skills.
- Strong interpersonal skills with a focus on rapport building, listening, and questioning.
- Strong documentation skills.
- Fluent English language skills.
Personal Attributes
- Ability to research a wide range of computing issues.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Strong analytical and problem-solving abilities.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Strong awareness of cybersecurity risks and ability to follow established procedures.
Work Conditions
- 40-hour onsite work week.
- Sitting or standing for extended periods.
- Dexterity to operate a computer keyboard, mouse, power tools, and other components.
- Lifting and transporting moderately heavy objects such as computers and peripherals.
