Service Desk Analyst

IT Mississauga, Ontario


Mackie Blue on White





Now Hiring



At Mackie Group, a division of Canada Cartage, we are a diverse, progressive and innovative company with multiple business units, Mackie strives for operational excellence in everything that we do. With over 500 highly skilled individuals, our team prides itself on our unwavering commitment to our customer's success.

At Mackie, we search for talented, self-motivated and ambitious individuals who are results oriented and see change as an opportunity. Whether you are an experienced professional or just entering the workforce, we offers career opportunities in a wide variety of areas


Position Summary


Reporting to the Manager, IT Service Desk, the Service Desk Analyst provides effective and timely operational and technical support to end-users concerning system applications, hardware and software. This includes receiving, prioritizing, documenting and actively resolving incidents and problems, and escalating where necessary.


Location: 6767 Davand Drive, Mississauga


Schedule: Monday to Friday, there are 3 shifts that cover from 7am 5pm. Weeknight rotational on call between 5pm and 11pm. Weekends on call during waking hours. All shifts are rotated every 5 weeks.


What you will do


  •  Monitor and respond to incoming incidents and requests to the Service Desk via telephone and service desk portal to ensure courteous, timely and effective resolution of end user issues.
  • Collaboratively prioritize and manage the queue of service desk requests to ensure consistent and effective service delivery.
  • Utilize tools to remotely manage devices, restore service, and assist end users by resolving incidents effectively and efficiently.
  • Record, track and document the service desk incidents and request to show progress and resolution.
  • Add or update knowledge articles both for end user self-help and for technical staff/peers.
  • Maintaining the current systems standards, procedures and policies for all incidents, requests, provisioning and deprovisioning.
  • Assist in developing, implementing, and maintaining procedures, standards and policies. Share and advocate for our standards, procedures and policies.
  • End user account systems account management including onboarding, user changes and exiting requirements.
  • Previsioning hardware and peripherals for the end user environment, including imaging computers, building profiles, installing software, and ensuring a stable end user experience
  • Provisioning/Deprovisioning users within a Virtual Desktop Environment
  • Request management for moves, add and changes of user, groups and resource accounts – Active Directory, messaging, file and print services, business productivity applications.
  • Diagnose and resolve hardware and software issues. Escalate when necessary.
  • Prepare and send notifications to stakeholders for problems and widespread incidents
  • Maintain inventory of all hardware and software based on procedures.
  • Stay current with system information, changes and updates.
  • Continuous improvement - utilizing your experience and day to day interactions with users and customers, communicate idea to improve user experience and process improvement.


What You’ll Bring


  •  Diploma in Computer Systems related discipline, and at least 1-2 years of IT systems and technical support experience related to business and systems applications.
  • Proven experience in installing, upgrading, and maintaining end user devices and associated operating systems.
  • Excellent communication, inter-personal, customer service and problem solving skills in order to listen to, train and assist users in identifying needs and resolving problems, often involving conveying technical information to non-technical users.
  • Excellent analytical, hardware and software troubleshooting skills to address problems presented by users.
  • Able to work independently with a minimum of direct supervision.
  • Strong written and verbal communications skills 
  • Strong analytic and problem solving ability
  • Strong attention to detail with good documentation skills


 Why people love working for Canada Cartage


  • We offer hybrid and flexible working opportunities.
  • Extended health and dental, retirement plans
  • Paid personal days and sick days
  • Cohesive team and a positive, hard-working atmosphere.
  • Meaningful opportunities for career growth.
  • Company wide recognition initiatives designed to recognize employees when they demonstrate outstanding customer service, teamwork and our core values.
  • Perks - discounted hotels, car rentals, entertainment, gym memberships, phone plans, electronics, to name a few
  • Fun events throughout the year, like summer barbeques and driver-appreciation week that regularly bring us together.
  • We give back to the communities in which we operate by volunteering and donating to local charities.
  • We are a strong company that weathers the storm through pandemics and recessionary periods, so that we can benefit from good economic environments.


We are a top employer!


Canada Cartage has been recognized on the Forbes list of Canada’s Best Employers 2022. This is the sixth straight year that Canada Cartage has been included on this list.


The Canada’s Best Employers 2022 title, along with our 6th year of being recognized by Trucking HR as one of Canada’s “Top Fleet Employers” serves to reinforce Canada Cartage’s reputation as an employer of high quality.


We’re growing! We have also been ranked in the top 10 of Today’s Trucking top 100 ranking of Canada’s largest for-hire truck fleets for 2022.


Celebrating 100 years: 


Why do we have one of the lowest driver turn-over rates in Canada?  A team environment, short-haul regular routes and great benefits. Come work with us: 


Our Values


Integrity: We conduct our business with honour, honest and ethics with our people, the environment and legal matters. We believe I being transparent and trustworthy, respecting the traditional “handshake” value system and earning our way in.


Humanity: We are a family minded organization, caring for people and treating them with dignity, decency and respect, be it employees, customers, suppliers or our partners. Open door policy and dealings is our way.


Accountability: Accountability and accessibility to our staff, customers and our customers’ customers is of utmost importance to us. We enable a high level of two way communication, providing access to people who wil deal with issues ad have the willingness to resolve things.  We will be relied on and held accountable for our results and our long term commitments.


Collaboration: We understand that results are the product of a team effort. As part of our process, we ensure collaboration with all our staff at all levels in all roles across departmental lines. With our customers, we use a collaborative style approach, sharing ownership to ensure a successful operation.


Dedication: Our organization is employee and customer-driven. We encourage an environment of conscientious effort and earnestness, hiring problem solvers who are responsive and have a "can-do" attitude to get the job done.


Leadership: Personal leadership to us means being competent, taking ownership, demonstrating initiative, and having a voice. Corporate leadership to us means being leaders in the market, continuous improvement and innovation, and empowering those around you.


Come work with an industry leader!


We would like to thank all those expressing an interest in this position; however only the candidates selected for an interview will be contacted.


Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

Committed to employment equity, Canada Cartage Systems LP encourages applications from Aboriginal people, members of visible minority groups, and women.