Enterprise Service Desk Analyst

Enterprise Service Desk Analyst (Large Enterprise Environment) Location Requirement: Candidates must be currently located in Canada and available to work within Canadian business hours. Location: Remote – Standard business hours (EST/CST aligned schedule, flexible between 7 AM – 7 PM CST) Experience: 5+ years required, Participate in on-call rotations and critical incident response when required Contract Duration: 6 months (with potential for extension) Required Certifications (Must Have – minimum 2+): CompTIA A+ CompTIA Network+ CompTIA Security+ ITIL Foundation (required) Microsoft Certified: Azure Fundamentals (AZ-900) or equivalent Microsoft 365 Certified: Fundamentals (MS-900) or equivalent We are seeking a highly skilled Enterprise Service Desk Analyst to join a large-scale enterprise IT environment supporting mission-critical systems, infrastructure, and end users across a complex and highly structured organization.

This role operates in a high-volume, SLA-driven environment where precision, accountability, and operational discipline are essential. This is not a basic helpdesk position — it requires strong technical depth and the ability to support complex enterprise systems under pressure.

Key Responsibilities

Provide first-line and escalated support across enterprise users and systems Troubleshoot complex issues across servers, networks, cloud platforms, and enterprise applications Support Microsoft 365, Azure, and enterprise identity and access management systems Administer Active Directory, DNS, DHCP, and core infrastructure services Manage endpoint deployment, onboarding, and enterprise workstation environments Support Intune, Microsoft Defender, Exchange Online, and security tools Participate in system maintenance, patching, upgrades, backups, and security audits Ensure accurate incident tracking, documentation, and knowledge base management Provide timely communication on incidents, outages, and service disruptions Required Experience & Skills 5+ years of experience in enterprise Service Desk / IT Support within large organizations Strong hands-on experience with Microsoft 365 and Azure Active Directory Solid understanding of enterprise networking (LAN, WAN, VPN, firewalls, routing, switching) Experience supporting Windows enterprise environments and endpoint management tools Strong troubleshooting across cloud, infrastructure, identity, and application layers Ability to work under pressure in high-volume, SLA-driven environments Strong communication, prioritization, and incident management skills Experience working in structured ITIL-based environments Enterprise Operating Environment Experience with ITSM tools (Service.

Now, BMC Helix, Jira Service Management or equivalent) Incident, Problem, and Change Management (ITIL-based workflows) SLA/KPI-driven support environment with strict response and resolution targets Tier 1–2 escalation support in structured enterprise service desk environments High-volume ticket handling in mission-critical operations Security-conscious environment with audit-ready documentation and compliance adherence Nice to Have Microsoft Azure Administrator (AZ-104) Microsoft 365 Administrator Expert certification Cisco CCNA or equivalent networking certification CompTIA Linux+ ITIL 4 Managing Professional SOC/NOC or enterprise operations center experience Exposure to large-scale identity and security operations environments What We’re Looking For Strong ownership mindset in enterprise-scale environments Ability to manage multiple critical incidents with discipline and accuracy High attention to detail and strong documentation standards Proactive, structured, and process-driven approach Strong collaboration within large enterprise IT teams Commitment to operational excellence and service stability