Service Desk Support Analyst

CDW

Remote Service Desk Support Analyst ensuring clients receive a best-in-class Service Desk experience at CDW. Communicating with end users and troubleshooting technical inquiries.

Posted 4/23/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Deliver a friendly and high-quality On-call and Service Desk experience
Communicate with end users via phone, email, or live chat
Provide effective troubleshooting for all types of technical inquiries
Address user issues related to Microsoft 365 applications
Develop and maintain knowledge base articles and documentation
Participate in projects and other initiatives as requested by your supervisor

Requirements

What you’ll need

Bilingual (English & Canadian French)
Exceptional customer service and interpersonal skills
2+ years of Service Desk or other End User Support operations experience
In-depth knowledge of M365 services
Ability to communicate clearly in verbal and written formats
Proven analytical and problem-solving abilities
Ability to obtain and maintain Canadian Security Clearance
Industry certification such as ITIL is a nice-to-have

Benefits

Comp & perks

Health insurance
Professional development

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingMicrosoft 365knowledge base developmentdocumentation

Soft Skills

customer serviceinterpersonal skillscommunicationanalytical skillsproblem-solving

Certifications

ITILCanadian Security Clearance