Helpdesk Analyst

Zema Global Data Corporation; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in enterprise data management is seeking a Helpdesk Analyst to provide technical support and enhance user experience. The role involves troubleshooting, system administration, and participating in IT projects. Ideal candidates will have strong customer service skills and relevant technical knowledge.

Qualifications

• 3-5 years of experience in customer support.
• Strong understanding of computer hardware and software.

Responsibilities

• Provide Tier 1 & 2 support to Zema Global employees.
• Monitor and respond to IT support tickets timely.

Skills

Customer Service

Communication

Troubleshooting

Education

University degree in Computer Science

College degree with a technical focus

Tools

Microsoft Office 365

Virtualization technologies

Job description

About Us

Established in 1995, Zema Global Data Corporation is dedicated to empowering clients with efficient, automated solutions through advanced information integration and superior services. As the global leader in enterprise data management, our flagship platform, Zema, delivers comprehensive data collection, analytics, curve management, and integration capabilities, offering end-to-end automation solutions for businesses of all sizes and industries worldwide. At Zema Global, our success is driven by a passionate, innovative, and diverse team committed to excellence. Together, we foster a culture built on creativity, collaboration, and mutual respect, ensuring customer service and performance remain at the core of everything we do. Here, we don’t just work together—we thrive together, confidently united by the shared values that define us as Zema Global.

Job Overview

The Helpdesk Analyst will be responsible for providing Tier 1 & 2 support to all Zema Global employees, ensuring all incidents and service requests are diagnosed and resolved in a timely manner. Support encompasses end user computing devices, collaboration toolsets and application software.

Key Responsibilities

• Provide technical support to end users, tilizing remote access tools to troubleshoot issues on user devices.
• Deploy and administer IT systems in the assigned region, including end-user desktops / laptops, network equipment, voice and video hardware and mobile devices.
• Build and maintain clients’ laptops and other needed devices. Ensure corporate images are reviewed and updated as part of a regular cadence.
• Monitor and respond to IT support tickets in a timely manner.
• Determine user needs and requirements and recommend ways to improve internal systems and processes.
• Proactively participate in IT projects and initiatives as needed, with a laser focus on enhancing customer experience.
• Performing daily health checks and monitoring.
• Coordinate patching of end user devices (Operating System, Application Software) in a timely and automated manner. Report, monitor and remediate as necessary.
• Providing basic training to users on new software or hardware and creating user guides or knowledge base articles.
• Troubleshoot and/or escalate to resolve more complex issues requiring detailed systems and applications knowledge.
• Assist in performing data backups and disaster recovery operations; conduct tests and perform security and quality controls.
• Participate as 24/7 On-Call support.
• Create and maintain department documentation and records.
• Stay current with new technologies and industry trends.
  
  

Candidate Requirements

• A minimum of 3-5 years of experience working with End Users and customer support.
• Strong understanding of computer hardware and software operating systems.
• A demonstratable experience of managing Microsoft Office 365 Email and Collaboration tools.
• Basic networking knowledge, analysis and troubleshooting.
• Excellent customer service and communication skills.
• Ability to troubleshoot technical problems effectively.
• A key understanding of IT security practices.
• Experience with virtualization technologies is highly desirable.
• Must have a solid understanding of Windows operating system (desktop and server) and networking fundamentals. Supporting vendor certifications desired.
• Ability to work independently and as part of a team.
• Experience of scripting to automate tasks is advantageous.
• A university degree in Computer Science, college degree with a technical focus, or equivalent.
  
  

At Zema, we’re all about creating equal opportunities for everyone—no matter your background, abilities, or experiences. If you need any adjustments during the recruitment process to help you shine, just let us know! Our People Team is here to support you and ensure everything goes smoothly. Simply reach out to us at [e-mail], and we’ll handle the rest.

Equality and Diversity: Zema Global is proud to be an equal opportunities employer, championing diversity and inclusivity at every level. We welcome applications from people of all backgrounds, genders, races, sexual orientations, abilities, and beliefs. Discrimination has no place here—just respect, opportunity, and a whole lot of teamwork.

Ready to apply?

We can’t wait to hear from you! If you're excited about this opportunity, send us your application, and we'll get back to you as soon as possible. We’re looking forward to seeing how you can make an impact with us! Got questions? Don’t hesitate to reach out—let's chat!