Service Desk Support Analyst (L1)

MNP•Montreal, QC

6h•Onsite

About The Position

MNP is seeking a Service Desk Support Analyst to join their Managed Services practice. The primary responsibility of this role is to respond to client technical issues, attempt resolution, and escalate to subject matter experts when necessary. This is a high-volume L1 role requiring on-call rotation and is an in-office position when not on call. The company emphasizes a collaborative environment with opportunities for hands-on experience, skill development, and career acceleration.

Requirements

2 years of professional customer service experience in an IT Call Centre environment.
A relevant technical post-secondary diploma, IT related certifications or equivalent work experience.
Working Knowledge of Active Directory (AD and Entra ID).
Working Knowledge of Modern Authentication methods (MFA)
Working Knowledge of MS 365 Support: User account setup, password resets, and license assignment in Entra ID (Azure AD), Exchange Online: mailbox management, distribution lists, shared mailboxes, Teams: troubleshooting chat, meetings, calling, and integration issues, SharePoint & OneDrive: permissions, access troubleshooting, sync errors, Microsoft 365 Security & Compliance Center: basic investigations, policies
Intermediate Knowledge of Microsoft Intune (Endpoint Manager): Teams Rooms or Meeting Devices troubleshooting, Email flow and spam filtering issues (Exchange Online Protection, Defender for Office 365)
Working Knowledge of Microsoft Intune (Endpoint Manager): Device enrollment support (Windows, iOS, Android), Remote wipe/retire of lost or stolen devices, Basic policy troubleshooting (Wi-Fi, VPN, compliance)
Working Knowledge of Networking: Intermediate TCP/IP troubleshooting, DNS, DHCP, VPN, Wi-Fi authentication and connectivity issues, BitLocker, Defender AV/EDR, patch/update troubleshooting, Remote connectivity support (RDS, Azure Virtual Desktop, VPN clients)
Working Knowledge of Windows Operating Systems: Troubleshooting of Windows 11 issues (login, profiles, printing, drivers), Familiarity with Shared PC Mode and Windows Autopilot for device setup
Working Knowledge of Mobile Phone Operating Systems (iOS, Android)
General Understanding of Role Base Access Control concepts
ITIL v4 Foundations.
Microsoft 365 Certified: Fundamentals (MS-900) OR Microsoft Certified: Azure Fundamentals (AZ-900) OR Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900).

Nice To Haves

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
Microsoft Azure Administrator Associate (AZ-104)
Microsoft 365 Certified: Teams Support Engineer Associate (MS-740)

Responsibilities

Resolve high-urgency issues for end users and client organizations.
Deliver strong customer service experience to clients via Phone/Chat Support.
Provide accurate assessment of customer issues and requests.
Accurately log customer calls and chats in Service Tickets.
Recognition and escalation of out-of-scope issues to specialized teams.
Collaborate with team members and team leaders to ensure fast resolution of client matters.
Adhering to internal policies, procedures, and guidelines.
Prompt and accurate submission of timesheets in accordance with corporate billing policies.
ITIL-aligned processes (Incident, Problem, Request, Change management).
Following SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP context.
Create and review Knowledge Base articles for client and L1 team members.