IT Service Management Support Analyst

RJR Innovations · Ottawa, Ontario, Canada

Location

Ottawa

Job Type

Full-time

Posted

March 23, 2026

Job Description

Job Responsibilities

Providing first level and second level support to end users for an external Service Desk application

Ensure all calls and emails to the service desk are properly documented in the Service Desk application, this includes initial troubleshooting of issue and information gathering

Monitoring the Service Desk queues to ensure that tickets are processed in a timely manner which includes first contact with clients and closing all completed tickets assigned to the Service Desk queue

Interact with other team members where necessary to ensure incident tickets are resolved in a timely manner

Responsible for checking Service Desk voicemails and emails

Providing internal RJR Innovations support for IT issues

Responsible for routing tickets according to the appropriate service levels if a resolution cannot be reached at the first level

On call after hour support may b...

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