Afterhours Service Desk Analyst

Buchanan Technologies, Inc.; Charlottetown; On-site; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Health, dental, vision insurance

RRSP plan with matching contributions

Technology purchase program

Paid education/certification program

Vacation and paid holidays

Employee assistance program

Disability insurance

Job summary

Buchanan Technologies, Inc. is seeking an Afterhours Service Desk Analyst in Charlottetown who will provide support for internal networks, hardware, and applications through various communication channels. This role involves troubleshooting and resolving technical issues across desktop and mobile devices.

The position offers full-time hours with shifts on a rotating schedule, including days and nights. Candidates should have strong problem-solving skills and a commitment to customer service, along with some technical training or certifications.

Benefits include comprehensive health coverage, an RRSP plan with matching contributions, paid education programs, and more.

Qualifications

• Solid understanding of basic network components and concepts.
• Previous call center, customer service, or technical support experience is an asset.
• Strong English (oral and written).

Responsibilities

• Provide support for the client's internal network, hardware, and applications.
• Troubleshoot and resolve issues regarding network connectivity, applications, and desktops.
• Document incidents/problems and troubleshooting steps in a ticketing system.

Skills

Understanding of basic network components

Support for Windows and Mac OS

Excellent communication skills

Problem-solving abilities

Customer service commitment

Technical training or certifications

Job description

Afterhours Service Desk Analyst

Location: Charlottetown, Prince Edward Island

Position Description

The Service Desk Analyst provides support for the client's internal network, hardware, and applications via phone, chat, and email. Support includes troubleshooting and resolving issues regarding network connectivity, application issues, desktop issues, proprietary applications, mobile devices, and PC support.

Shift Details

• Full Time hours
• 3-4 shifts weekly which are 12‑hour days or night shifts depending on if vacancy is for Days or Nights team.

Training & Support

• Monday—Friday, between 10 AM – 6:30 PM
• Respond to telephone calls, emails, and personal requests for technical support from internal business partners in a fast and friendly manner. The ability to explain technical situations to non‑technical individuals is essential.
• Troubleshoot and support software applications, and various hardware/software configurations and run appropriate testing and diagnostics.
• Identify, research, and resolve technical problems. Escalate problems to other support teams when necessary for resolution.
• Document incidents/problems, troubleshooting steps taken, and comments in a ticketing management system.
• Work in a fast‑paced environment, able to adapt to frequent change, and be available to work a flexible schedule.
• Work with diverse groups and individuals to set goals, establish priorities, and resolve issues.

Required Skills

• Ability to demonstrate a solid understanding of basic network components and concepts.
• Ability to provide support to end‑users on a variety of topics including Windows and Mac operating systems, MS Office, printers, mobile devices, and email issues.
• Self‑motivated and professional with excellent written and verbal communication skills.
• Strong problem‑solving and analytical abilities.
• Strong commitment to quality customer service.
• Ability to work independently and follow directions and best practices.
• Attention to detail and ability to multi‑task while talking to customers.
• Candidates must be able to work shifts, holidays, and weekends.
• Strong English (oral and written).
• Previous call center, customer service, or technical support experience is an asset.
• Possess technical training/certifications or be willing to complete basic certifications after hiring.

Benefits

• Fully paid benefits (single or family coverage) that include health, dental, vision, life insurance, and more.
• RRSP plan with contributions matched by Buchanan Technologies.
• Technology purchase program that ensures always the latest tech for personal use.
• Paid education/certification program that helps build professional skills and is part of the foundation for semi‑annual salary increases.
• Standard vacation allotment + 10 paid holidays and 6 paid sick days per year.
• Employee assistance program.
• Extended health care.
• Paid time off.
• Disability insurance.

Equal Employment Opportunity

Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, or any other legally protected status under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. We comply with all federal and provincial regulations regarding non‑discrimination and employment equity in every location where we operate.