IT Service Desk Analyst – Remote Support

About the role

NUMENTIS is seeking a motivated IT Service Desk Analyst to provide remote technical support to clients in the Greater Toronto Area. You will be the first point of contact for users, handling incidents and service requests while ensuring a positive customer experience.

Key responsibilities

• Receive, log, and triage basic incidents and service requests.
• Resolve issues related to application software, hardware, networking, and printing.
• Escalate complex problems to appropriate service resources in a timely manner.
• Maintain accurate records of incidents from identification through resolution.
• Communicate progress and resolution details clearly to customers.
• Document solutions and contribute to knowledge‑base articles.
• Provide after‑hours and on‑call support as needed.

Required profile

• Solid understanding of operating systems, business applications, printing, networking, virtualization, and security.
• Fluent spoken and written English.
• Hands‑on experience administering Microsoft Office 365, Teams, SharePoint Online, Intune, Azure AD, and related technologies.
• Experience with Microsoft Windows Server 2016/2019/2022 and VMware ESXi virtualization.

Required skills

• Operating Systems
• Business Applications
• Printing
• Networking
• Virtualization
• Security
• Microsoft Office 365
• Microsoft Teams
• SharePoint Online
• Intune
• Azure AD
• Microsoft Windows Server 2016
• Microsoft Windows Server 2019
• Microsoft Windows Server 2022
• VMware ESXi