Service Desk Analyst

Position Details

• Department: Corporate Services
• Job Type: Regular
• Compensation Range: $38.06 - $40.77 per hour
• Hours of Work: 35 hours per week (Monday to Friday, 8:30 a.m. - 4:30 p.m.)
• Closing Date: 2026-09-16

Job Summary

Reporting to the Manager of Client Services, the Service Desk Analysts play a vital role in ensuring the smooth operation of IT services within an organization. They act as the first point of contact for technical issues, enabling efficient resolution and maintaining user satisfaction.

Job Duties Include

• Providing First-Line Support: Responding to user inquiries via phone, email, or chat; diagnosing problems; offering solutions or escalating issues as necessary.
• Incident Management: Logging incidents accurately, prioritizing tickets based on impact and urgency, and following up to ensure timely resolution and user updates.
• Service Request Fulfillment: Managing user accounts, software installation, and hardware setup/configuration.
• Additional Responsibilities: Imaging and setup of devices for new staff or upgrades; asset management by tracking deployed or removed assets; creating user-friendly documentation and conducting training sessions.
• Participate in an on-call rotation one week each month for after-hours support.

Qualifications/Skill

• Information Technology Community College Diploma with 2-3 years of related experience as a support desk professional.
• Valid G Class Driver's License.
• Knowledge of IT concepts including databases, network drives, connectivity, hardware failures, ITIL, A+, ITSM, Microsoft Certifications, and Windows 11 enterprise support.
• Experience administering and resolving Microsoft M365 issues.
• Strong customer service, communication, and natural teaching skills.
• Security awareness training and remediation experience.
• Ability to communicate technical information effectively to non-technical users.
• Research skills for recommending hardware, software, and best practices.
• Administrative skills including documentation, knowledge base management and procurement.
• Demonstrated ability to stay current with new technologies and training requirements.

What is Offered to Staff

• Competitive pay reflective of position responsibilities.
• Unionized full-time position with 35 hours per week.
• Comprehensive benefits package including paid sick and vacation leave, parental leave top-up, Employee & Family Service Program, Health & Wellness Program, Town of Ajax Fitness Centre membership, plus defined benefits pension (OMERS pension).

How to Apply

If this opportunity matches your interest and experience, please click the “Apply” button above and apply by September 16, 2026.

Vacancy Statement

All job postings issued by the Town of Ajax are intended to fill existing vacant positions unless otherwise stated.

Current Town of Ajax employees should apply internally through the Jobs Hub app of their Workday account.

Equal Opportunity Employer

The Town of Ajax is committed to employment equity and building a workplace where all employees feel valued, respected, and supported. Applications are welcome from all backgrounds, especially those historically excluded including Black and Indigenous people, racialized communities, disabled persons, 2SLGBTQIA+ individuals, and others facing systemic inequities.

Selected candidates will have the opportunity to indicate accessibility needs. The Town is committed to an accessible and respectful hiring process. Alternate format requests can be made by emailing Human Resources at careers@ajax.ca.

Personal information collected during recruitment will be used solely to determine employment eligibility. Only candidates selected for interviews will be contacted.

Artificial Intelligence (AI)

The Town uses AI solely to anonymize the application process to promote fairness and equity. AI is not used to screen or decide candidate suitability.