Job Description

Our client is seeking a Support Desk Consultant to support and improve day‑to‑day service desk operations within a Microsoft‑based environment. This is a hands‑on, player‑coach role that combines technical support, incident management, and operational process improvement.

The successful candidate will work closely with internal IT teams and a small group of support analysts to ensure consistent, responsive, and high‑quality end‑user support. In addition to handling escalations, this role will focus on improving service desk operations through better ticket management, reporting, documentation, and workflow optimization.

This is a 6‑month contract with potential extensions, working in a hybrid model (2–3 days per week onsite in Toronto).

Responsibilities

• Support day‑to‑day service desk operations, including ticket queues, response times, backlog management, and escalation handling
• Act as a senior escalatio...