Service Desk Engineer – ServiceNow & End User Computing (EUC)
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Job Description
Work Location
London, ON - Onsite – 5 days a week
Experience Required
6–8 years
Role Description
Ability to analyze problems and develop creative solutions Knowledge of ServiceNow ticketing tool Understanding of ITIL and ITSM processes
Key Responsibilities
- Manage and lead Service Desk and Deskside teams (L1 & L2 analysts)
- Handle support across multiple channels: calls, chat, self-help, and email
- Act as the Single Point of Accountability (SPOC) for Service Desk and Deskside delivery
- Ensure training, knowledge management, and skill development for the team
- Track and report Service Desk performance metrics
- Provide hands‑on support for infrastructure‑related customer issues
- Perform hardware deployment, including hardware and OS refresh activities
- Provide first‑level support for printers and MFP devices
- Manage Intune for mobile device ma...