Service Desk Analyst
About The Position
McCarthy Tétrault is a Canadian law firm that offers a full suite of legal and business solutions to clients in Canada and around the world. At McCarthy Tétrault, we offer challenging and rewarding career opportunities in our offices in Toronto, Montreal, Quebec City, Calgary and Vancouver. We are delighted to have earned the distinction of one of Canada’s Best Diversity Employers for the fourteenth consecutive year in 2026. Our culture is built on professional excellence, collaboration, innovation, thought leadership and entrepreneurialism. We embrace inclusion in all its forms and we provide the tools and opportunities to help our people develop to their full potential. We are recruiting for a Service Desk Analyst to join our team in our Vancouver office. The successful candidate must have a minimum of 3 years of experience in IT support or systems administration and will be responsible for managing end users’ hardware and software incidents and service requests, maintaining documentation within the Enterprise Service Management system, contributing to Problem, Change, and Knowledge Management processes, and providing technical training and support to end users. McCarthy Tétrault employees benefit from a hybrid work environment. Salary Range (Vancouver): $75,000 - $85,000 annually The offered salary may vary based on the candidate’s job-specific knowledge, skills, and experience.
Requirements
- 3+ years of related experience preferably in a professional services environment.
- College diploma in Computer Systems, Systems Administration, or related technical discipline.
- Good analytical problem solving skills; ability to troubleshoot and resolve application problems.
- Patience, interpersonal skills and an ability to deal with and manage difficult situations.
- Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.
- Capacity to adapt to different work schedules (weekdays, weekends), including overtime when needed.
- Willingness to learn new software applications.
- Understanding of ITIL, and its basic fundamentals.
- Experience with Enterprise Service Management software, such as ServiceNow.
Responsibilities
- Managing end users’ hardware and software related incidents/service requests throughout their entire lifecycle (Create, Assign, Investigate, Resolve, Close) by adhering to the Incident Management process.
- Documenting, logging and tracking all calls, e-mails, voicemails and drop-ins using an Enterprise Service Management software.
- Contributing to the Problem and Change Management processes.
- Contributing and maintaining Knowledge Base Articles by adhering to the Knowledge Management process.
- Providing one-on-one training to end users for specific hardware and software issues.
- Escalating and liaising with other IT teams to resolve incidents and service requests.
- Participating in project initiatives.
- Communicating and working with third party vendors.
- Contributing to the MT People Changes process. (New Hires, Departures, Moves).
- Reporting tasks at the request of the IT Manager.
Benefits
- Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements.
- Competitive compensation, paid overtime and generous time off, including a day off to volunteer and a day off for your birthday.
- A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
- Strong community involvement and a commitment to equity, diversity and inclusion.
- A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
