Part Time Service Desk Analyst

Buchanan Technologies; Charlottetown; Hybrid; CAD 21,000 - 30,000; Part time

Job summary

Buchanan Technologies is seeking a Part Time Service Desk Analyst to deliver friendly and professional IT support across North America. You will troubleshoot Windows environments, Microsoft 365, and common business apps while maintaining detailed ticket records.

The role emphasizes customer service excellence, clear communication, and a team-oriented culture with opportunities for growth. On-site in Charlottetown with flexible scheduling and ongoing training.

Qualifications

• Minimum High School Diploma or equivalent.
• Excellent verbal and written communication with customers.
• Ability to type and document information accurately while speaking with customers.

Responsibilities

• Provide friendly, professional support to end users via phone, chat, email, and self-service channels.
• Troubleshoot hardware, software, password, access, email, printing, and connectivity issues.
• Escalate complex issues to specialized teams when needed.
• Document incidents, service requests, and resolutions in the ITSM system.
• Collaborate with teammates across locations to meet service levels.

Skills

Customer service

Communication

Problem solving

Team collaboration

Adaptability

Customer empathy

Documentation

Education

High School Diploma or equivalent

Tools

BMC Helix

ServiceNow

Jira

Microsoft 365

Job description

Charlottetown , Prince Edward Island 10437 Oct 5, 2026

Part Time Service Desk Analyst
Customer Support & Technical Services
Shift: Monday-Friday 11am-3pm Atlantic (or 12pm-4pm Atlantic)
Location:On-Site Charlottetown

About the Role

At Buchanan Technologies, our Service Desk Analysts are the first point of contact our customers across North America and around the world. We are looking for customer-focused professionals who enjoy helping people, solving problems, and delivering exceptional service experiences. This role combines customer service excellence with technical troubleshooting. You will support users through phone, chat, email, and self-service channels while resolving technology issues and ensuring every interaction leaves the customer feeling supported and valued. Whether you are beginning your IT career or bringing previous service experience, we provide training, mentorship, and growth opportunities to help you build a successful career in technology.

What You'll Do

Customer Experience

• Deliver friendly, professional, and empathetic support to end users
• Create positive customer experiences during every interaction
• Communicate technical information in a clear, easy-to-understand manner
• Manage customer expectations and follow through on commitments
• Maintain a high level of customer satisfaction and professionalism

Technical Support

• Troubleshoot hardware, software, password, access, email, printing, and connectivity issues
• Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications
• Utilize knowledge bases, diagnostic tools, and established processes to resolve incidents
• Perform account administration tasks including password resets and user access requests
• Escalate complex issues to specialized support teams when appropriate

Incident & Request Management

• Accurately document incidents, service requests, troubleshooting activities, and resolutions
• Maintain detailed and professional ticket records within the IT Service Management platform
• Meet service level objectives for response times, quality, and customer satisfaction
• Contribute to knowledge articles and continuous improvement initiatives

Team Collaboration

• Work effectively with colleagues, leadership, and support teams across multiple locations
• Participate in training, coaching, and skill development activities
• Share knowledge and best practices with team members
• Support organizational initiatives focused on quality, automation, and service excellence

What Makes Someone Successful in This Role

• Enjoy helping others
• Have a positive and professional attitude
• Are naturally curious and enjoy solving problems
• Communicate clearly and confidently
• Remain calm under pressure
• Learn new technologies quickly
• Take ownership of issues and follow them through to resolution
• Thrive in a fast-paced environment

Preferred Technical Knowledge

• Microsoft Windows 10/11
• Microsoft 365
• Active Directory / Entra ID
• Outlook and Exchange Online
• VPN and remote access tools
• Printers and peripheral devices
• Mobile device support (iOS and Android)
• Basic networking concepts (DNS, DHCP, TCP/IP, Wi-Fi)
• IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)

Minimum Qualifications

• High School Diploma or equivalent
• Strong customer service and communication skills
• Basic computer proficiency
• Ability to type and document information accurately while speaking with customers
• Ability to work independently and within a team environment

Preferred Qualifications

• Previous customer service, call center, retail, hospitality, or technical support experience
• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
• IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent
• Experience supporting users in a professional environment

Work Environment

• 24x7 operation supporting clients across North America
• Various schedules available, including evenings, weekends, and holidays
• Opportunities for remote, hybrid, or office-based work depending on business needs
• Collaborative team environment focused on growth, coaching, and career development

Career Path Opportunities

• Senior Service Desk Analyst
• Team Lead
• Workforce Management Analyst
• Quality Assurance Analyst
• Knowledge Management Specialist
• Technical Support Specialist
• Systems Administrator
• Service Delivery Manager

Join a team where customer service and technology come together to make a difference every day.

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, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.