Service Desk Analyst I & II

Role Purpose
The Service Desk Analyst is the first point of contact for end-user support and the front line of the Service Operations team. This role exists to provide responsive, accurate, and empathetic support while reinforcing Framewerx standards for documentation, communication, and resolution. Analysts handle triage, resolution, and escalation with discipline and clarity. Tier II Analysts are expected to take on more advanced troubleshooting, assist in SOP refinement, and contribute to team-wide process maturity.

Key Responsibilities

• Respond to client requests via phone, portal, and email with professionalism and urgency.
• Accurately classify, prioritize, and troubleshoot tickets to resolution.
• Escalate issues with clear, complete documentation and context.
• Maintain complete, timely time entries, work notes, and ticket hygiene in PSA.
• Operate effectively across PSA, RMM, documentation, and endpoint tooling.
• Contribute to Knowledge Base content and SOP refinement based on resolved issues.
• Track and meet SLA timeframes for response and resolution.
• Deliver a consistent, professional support experience in both technical and emotional tone.

Success Metrics

• First-Time Resolution rate
• Documentation completeness and accuracy
• SLA adherence
• QA review scores and time audit compliance
• Client satisfaction survey scores (CSAT)

Qualifications

Tier I Requirements

· 5–8 years of support experience with a 2-year technical diploma,
OR

· 3–6 years of experience with a 4-year bachelor’s degree

Tier II Requirements

• Meets all Tier I qualifications

AND

• Has completed 2 years of successful performance at Framewerx,

OR

• Holds the following certifications:
• Microsoft 365 (MS-900, MD-102)
• Kaseya (KCP or RMM-focused certification)
• CompTIA (A+, Network+, HDI-SCA)

Cultural and Behavioral Expectations

• Direct, clear communicator who values structure.
• Maintains steady focus amid task interruptions.
• Operates methodically and consistently in routine-based roles.
• Warm and supportive in tone without losing professionalism.
• Owns follow-through and closes the loop consistently.
• Functions well in a role defined by known tools, known processes, and direct client interaction.

Job Type: Full-time

Benefits:

• Dental care
• Extended health care
• Life insurance
• Paid time off
• RRSP match

Schedule:

• Monday to Friday

Language:

• English (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person