Lead Service Desk Analyst (Full-time)
Gurulink - Kitchener-Waterloo, ON

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Job Title: Lead Service Desk Analyst (Full-time)
Location: Waterloo
Duration: Full-time
How to apply: Include resume as MS Word attachment
Rate: $22.50/Hour


The Lead Service Desk Analyst will lead a small team responsible to the Manager of IT Service & Change Management, Corporate Infrastructure to provide tier 1 Service Desk support to corporate customers .The IT Service Desk provides a single point of contact for facilitating the resolution of IT related incidents or requests for IT services.


  • Acts as a 2nd tier for problem solving to address, identify root cause and resolve problems.
  • Provides assistance to the Manager in the daily operational activities management of the Service Desk, including team mentoring, performance, service delivery and change guidance.
  • Responsibilities include responding to incoming calls and email tickets for incidents and service requests. Maintains and monitors incident/service request tickets in a software tool.
  • Ensures that tickets have been assigned to support staff as required for resolution and provides communication and escalation accordingly.
  • Provides trending information specific to customer service, incident and problem trending.
  • Provides administration of the Service Desk software (Incident Monitor).


  • Must possess excellent customer service and analytical skills.
  • Excellent written and verbal communication skills essential.
  • Team player with demonstrated commitment to service excellence.
  • Demonstrates initiative and a proactive approach to problem solving.
  • Advanced knowledge of current hardware, software, end-user computing and network fundamentals.
  • Must be knowledgeable and experienced in using and troubleshooting Microsoft Office Applications; Active Directory; BlackBerry.
  • Experience in supporting MAC systems/users; Adobe products, SharePoint and Crystal Reports an asset.
  • Ability to develop and deliver user training.
  • Knowledge and experience with customer support software tools for Service Desk required.

Additional qualifications and skills desired:

  • Courses or certifications in ITIL; Help Desk Analyst; A+
  • Able to effectively handle a potentially fast-paced work environment and flexibility to work extended hours as required.
  • Post secondary education in a computer-related field or equivalent 5 years Service Desk experience necessary.

About this company
GuruLink provides customized, end-to-end solutions and services that are designed to simplify the recruitment process and make it more...