Service Desk Analyst

JobsCloseBy Editorial Insights

Allied is seeking a full-time Service Desk Analyst in Toronto to support a busy technology team onsite. The role focuses on Level 1 incident resolution, incident logging, SLA adherence, end-user training, and contributing to a knowledge base, with opportunities to assist in software and network upgrades and website updates. Ideal candidates have a college degree or equivalent, 2+ years in a service desk, solid Windows 10, Office 365, Azure Active Directory, and basic networking, plus strong communication and documentation skills. Highlight SLAs, metrics, problem solving, and teamwork on your resume; show how you identify trends, train users, and contribute to a positive, diverse workplace. If you need accommodation, Allied will assist.

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Allied is looking for a Service Desk Analyst to join our Technology team in Toronto.
At Allied, everything starts with purpose. In the role of Service Desk Analyst, you ensure our team members have access to the information technology they need. In turn, you elevate every Allied team member to connect and complete their tasks with efficiency.
Who are you?We are building upon our achievements at Allied, and the future is exciting. How can we be so sure? We have people like you: engaged professionals who consistently deliver their best. 
Throughout your professional career, you have stood out for your pursuit of excellence. You are self-motivated, take ownership, and lead by example. In doing so, you elevate your team and collaborate towards your collective goals.
Above all, you are excited by Allied’s mission and the contribution we make to enhance urban environments.

What will you do?

• Service Desk Support: Receives, investigates, responds to and resolves Level 1 (i.e. simple to moderately complex) technical and software questions and problems/issues reported by staff (end users) in order to resolve the issue in a timely manner within the predetermined company metrics (e.g. response time, etc). Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalates complex problems/issues to L2 Technical Analyst, third-party infrastructure support or vendor support as appropriate, to facilitate a timely solution to the identified problems/ issues. 
• Service Desk Data Analysis and Systematic Planning: Logs all issues reported and resolved, in a central database, in order to identify trends or commonalities, through analysis, of issues in order to locate and address underlying issues and trends. Record, track and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Initiative to identify and alert management of emerging trends in incidents.
• End User Training: Sets up and trains end users on their information technology resources and access rights in order to facilitate the appropriate utilization of information technology systems and applications. Collaborate and develop user guides and FAQ lists for end users. Contribute to technician knowledge-base as needed.
• Software and Network Upgrades: Assists in software and network upgrades, as required, designed to enhance system functionality and software efficiency, consistency and security. 
• Website Support: Receives and posts updates to content on the company internet/intranet site in order to maintain accurate and up to date information.

What are we looking for?

• College diploma or undergraduate degree in relevant field (e.g. Computer Sciences) or equivalent.
• At least 2 years of relevant experience performing a Service Desk role within a call centre or office environment.
• General computer hardware technical skills including memory and storage drive upgrades.
• Basic understanding of networking fundamental and TCP/IP protocols.
• Experience in managing, troubleshooting and issue resolution of a Microsoft environment including: Windows 10; Office Suite; Microsoft Active Directory (Azure Active Directory); Microsoft 365.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Excellent interpersonal and relationship skills.
• Exceptional written and oral communication skills.
• Strong documentation skills.
• Proven analytical and problem-solving abilities.
• Experience working in a team-oriented, collaborative environment.
• French is an asset.

Who are we?Allied Properties REIT (TSE:AP.UN) is a leading owner and operator of distinctive urban workspace in Canada’s major cities. Allied’s business is providing knowledge-based organizations with distinctive urban environments for creativity and connectivity. We are also a great place to work. Allied is listed as a 2025 Best Employer in Canada as part of Mercer’s Best Employers global certification, which distinguishes organizations that demonstrate strong results in employee engagement, organizational agility, engaging leadership and talent focus. We are committed to hiring the most qualified candidates with a dedication towards supporting diversity, equity and inclusion across our organization. All qualified applicants will receive consideration for employment without regard to gender, ethnicity, origin, sexual orientation, disability  and socioeconomic background. Note: If you require any form of accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.