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IT Service Desk Analyst

Job Number:  44018
Group:  Cosma International
Job Type:  Permanent/Regular




The IT Service Desk Analyst is an entry level position that provides user support and customer service on company-supported computer applications and platforms, troubleshoots problems and advises on the appropriate actions. This position includes both Shop Floor support and Office support.




  • On-going studies in a related IT program.
  • Industry-recognized accreditation including, but not limited to: CCNA, Network+, A+, Microsoft.
  • Experience troubleshooting network/connectivity issues.
  • Hands-on experience with Microsoft Office applications.
  • Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
  • Experience researching, analyzing, and interpreting automated system problems.
  • Knowledge of relevant call tracking applications including MS Outlook & Teams.
  • Knowledge and experience of customer service practices.
  • Related experience and training in troubleshooting and providing help desk support.




  • Respond to requests for technical assistance in person, via phone, chat, or email, following standard help desk procedures
  • Diagnose and resolve technical hardware, software, and network issues
  • Research solutions using available information resources
  • Log all help desk interactions in the corporate helpdesk application
  • Follow up with customers and users to ensure complete resolution of issues
  • Redirect, involve or escalate help desk tickets to the correct resource
  • Identify and escalate help desk tickets requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports
  • Inform management of recurring problems
  • Stay current with system information, changes, and updates
  • Help update training manuals for new and revised software and hardware
  • Provide training to users, as necessary
  • Stage and re-image workstations and laptops
  • Other, reasonable duties as required




  • Accepts personal responsibility to plan and conduct their work safety in compliance with the Occupational Health & Safety Act as well as company policies and guidelines.
  • Responsible for Good House Keeping in your area.


Additional Information

Accommodations for disabilities in relation to the job selection process are available upon request.

Awareness. Unity. Empowerment.

At Magna, we believe that a diverse workforce is critical to our success. That’s why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email to comply with GDPR requirements and your local Data Privacy Law.

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