IT Service Desk Analyst

Esri Canada has an exceptional opportunity for an  IT Service Desk Analyst to join our Information Systems & Technology team.

Reporting to the Manager, IT Service Desk, the person in this role will advanced front-line (Level 1–3) Service Desk support to internal users, ensuring reliable, secure, and effective use of corporate IT systems and services. This role focuses on resolving a broad range of end-user issues, acting as an escalation point within the Service Desk, and contributing to service quality and continuous improvement initiatives under established IT Service Desk processes and standards.

This role will be hybrid in Toronto, Ontario.

About us:

Esri Canada provides geographic information system (GIS) solutions that empower people in business, government and education to make informed and timely decisions by leveraging the power of mapping and spatial analytics.

If you are passionate about making an impact in an organization that’s committed to creating a sustainable future, consider joining our team!

A Day in the Life of an IT Service Desk Analyst at Esri Canada: 

• Monitor, triage, and manage Service Desk intake channels (ticketing system, email, phone, chat) to ensure timely response, prioritization, and resolution.
• Diagnose, resolve, document, and track incidents and service requests using the Salesforce incident tracking system, providing clear status updates to users and stakeholders.
• Deliver professional, customer-focused support, including managing difficult or time-sensitive situations and setting appropriate service expectations.
• Perform corporate device lifecycle activities, including laptop builds, re-imaging, deployment, decommissioning, mobile device support, and endpoint security tasks.
• Maintain accurate hardware and software asset records, including SAP asset tagging, inventory updates, and participation in annual asset audits.
• Collaborate with Service Desk peers, broader IT teams, vendors, and service providers to resolve issues and support operational stability.
• Contribute to Service Desk process improvements, tools, documentation, and continuous improvement initiatives, and participate actively in team and departmental meetings.

What you bring to the team: 

• Minimum of 2+ years of experience in an IT Service Desk or end-user support role.
• Working knowledge of Microsoft operating systems, Microsoft Office applications, internet browsers, and email systems.
• Exposure to Microsoft 365 (O365) environments, including user account and device support.
• Hands-on experience with personal computer hardware, peripherals, and basic networking concepts.
• Experience with endpoint imaging, deployment, and troubleshooting tools.
• Previous experience supporting users in a customer-facing environment; exposure to CRM or ticketing systems (e.g., Salesforce) is an asset.
• University degree or college diploma in Computer Science, Information Technology, or a related discipline.
• Equivalent combination of education and relevant work experience may be considered.
• Fluency in English is essential, as this role requires regular client communication and support in English-speaking regions

Bonus points for this position:

• Demonstrated ability to resolve moderately complex technical issues with discretion and sound judgment.
• Strong customer focus with the ability to manage competing priorities and service expectations.
• Developing expertise across Service Desk technologies, tools, and processes.
• Strong analytical, troubleshooting, and problem-solving skills.
• Effective verbal and written communication skills, including the ability to handle difficult or escalating situations.
• Ability to work collaboratively while independently managing assigned tasks and responsibilities.
• Demonstrated initiative, accountability, and commitment to continuous learning and improvement.
• Bilingual (English / French) is considered an asset.