Service Desk Analyst
Calian in Space & Technology is a trusted global company that helps organizations manage risks and drive progress. They are seeking a Service Desk Analyst to provide excellent customer service and technical assistance as the first point of contact for end-users. The role involves troubleshooting technical issues, maintaining hardware and software, and collaborating with other IS teams to ensure user satisfaction.
Responsibilities
- Provide one-on-one end-user support and problem resolution via telephone, email, and other communication channels
- Diagnose and troubleshoot hardware, software, and network-related issues
- Assist users with login problems, password resets, and account management
- Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals
- Install, configure, troubleshoot and update software applications on user devices
- Ensure proper functioning of workstations, laptops, and mobile devices
- Resolve minor network issues (e.g., LAN access) and escalate complex network problems to higher tiers
- Assist users with connectivity issues, including Wi-Fi and VPN setup
- Maintain accurate records of user requests, incidents, and resolutions
- Contribute to the knowledge base by documenting common issues and solutions
- Communicate effectively with end-users, demonstrating patience and empathy
- Manage user expectations and provide timely updates on issue resolution
- Educate users on security best practices, including password hygiene, phishing awareness and cyber awareness training
- Report any security incidents promptly to higher tiers
- Collaborate with other IS teams to escalate complex issues and ensure timely resolution
- Participate in team meetings and contribute to process improvements
- Ability to travel, work evenings & weekends
- Ability to participate in after-hours on-call support
- Perform other duties as assigned
Skills
- Associate degree or equivalent experience in information technology or related field
- Relevant work experience in a help desk or technical support role
- Strong problem-solving abilities
- Excellent communication skills
- Familiarity with Windows and macOS operating systems
- Basic knowledge of networking concepts
- User-focused mindset
- Ability to travel, work evenings & weekends
- Ability to participate in after-hours on-call support
- Industry certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus
Benefits
- Flexible work hours
- Robust company-paid benefits
- Generous time off package
- A balanced approach to work and life
- Stock purchase plan
- RRSP program
- Work from home options
Company Overview