IT Service Desk Analyst

Gateway Casinos Corporate Office•Etobicoke, ON

3d•Onsite

About The Position

The Entry-Level IT Service Desk Analyst provides first-line technical support to internal employees or external clients. This role focuses heavily on diagnosing, troubleshooting, and resolving basic hardware, software, and network issues via phone, email, and chat systems. The ideal candidate possesses a strong customer-centric mindset, basic analytical skills, and a passion for foundational information technology systems.

Requirements

Foundational knowledge of Windows 10/11 environments and macOS endpoints.
Familiarity with Microsoft 365 core applications, Microsoft Teams, and standard enterprise web browsers.
Basic understanding of user objects and group permissions within Active Directory or Microsoft Entra ID.
Elementary knowledge of Wi-Fi setups, local area networks (LAN), IP addresses, and secure remote VPN access.
Ability to translate highly complex technical problems into simple, universally accessible language for non-technical workers.
High attention to detail with a structured, logical methodology for reproducing and resolving software bugs.
Capacity to monitor multiple inbound support tickets simultaneously while maintaining strict adherence to Service Level Agreements.
0-2 years experience or equivalent combination of related education and experience in a Service Desk Analyst or similar role. Possible new graduate.
High School Diploma or equivalent; an Associate Degree or Technical Certification in Computer Science or Information Technology is highly preferred.
Excellent interpersonal and communication skills, both written and verbal, in user-friendly language.
Working knowledge of LAN/WAN Networking, user/group setup, LAN security setup.
Working knowledge of TCP/IP Internetworking, routing and switching management.
Working knowledge of PC and server hardware installations and repairs.
Working knowledge of Windows 11, MAC OS.
Experience with MS Active Directory, Microsoft 365 Admin center.
Knowledge of automated deployment.
Experience of monitoring tools and/or transaction monitoring.
Excellent organizational and multi-tasking skills.
Ability to use and understand Microsoft Office Applications (Project, Excel, Words, Visio, etc.) email, Internet navigation and presentation software (PowerPoint or other software).
Industry Certifications: Holding or actively working towards industry-standard certificate(s).
Microsoft Certified: Endpoint Administrator, or ITIL 4 Foundation is a strong competitive asset.

Nice To Haves

Previous casino/gaming/Payment services experience an asset.
Understanding of casino products (slots & table games), systems and/or similar environments.
Casino Management Systems – Ballys GMS Version 15.
Experience with Casino Market Place, Slot Data Systems and other Gaming and Entertainment related systems.

Responsibilities

Respond to incoming customer inquiries through multi-channel support including phone, email, ticket systems, and direct chat.
Diagnose and resolve basic technical problems relating to hardware performance, operating systems, and network connectivity.
Perform basic account maintenance, including password resets, user unlocking, and multi-factor authentication setup.
Log, classify, track, and document all incidents and service requests according to corporate service desk policies.
Recognize complex infrastructure or application errors and systematically escalate them to Tier 2 or Tier 3 engineering teams.
Assist with the configuration, basic testing, imaging, and deployment of endpoint laptops, desktops, and mobile devices.
Create, update, and organize user-facing manuals and standard operating procedures within the central knowledge base.