Service Desk Analyst

Placements24; Kimberley; Hybrid; CAD 50,000 - 65,000; Full time

Benefits offered by this job

Remote work

Health benefits

Paid time off

Career progression

Job summary

Placements24 is seeking an experienced Service Desk Analyst to join their IT support team in Kimberley, Canada. This role provides first-line technical support, logs incidents, diagnoses issues, and works to minimize downtime for users.

You will handle incidents via phone, email, and a ticketing system, troubleshoot Windows and macOS, basic networking, and escalate complex cases with clear problem descriptions. Strong communication and ITIL familiarity are a plus.

Qualifications

• Minimum of 2 years in a service desk or helpdesk environment.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with network protocols and basic hardware troubleshooting.
• Excellent communication, customer service, and problem-solving skills.

Responsibilities

• Respond to and resolve user-reported incidents and service requests via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Escalate unresolved issues to higher-level support teams with detailed problem descriptions.
• Maintain accurate records of incidents, problems, and changes in the service desk system.
• Contribute to the development of the knowledge base by documenting solutions and workarounds.

Skills

Customer service

Problem-solving

Communication

Job description

About the Role

Our client is seeking an experienced Service Desk Analyst to join their IT support team in Kimberley . This role is crucial for providing first-line technical support and managing IT incidents for our users. You will be responsible for logging, diagnosing, and resolving a wide range of technical issues, ensuring minimal downtime and maximum productivity. This is an excellent opportunity for a technically proficient individual who enjoys problem-solving and contributing to a high-performing IT infrastructure, within a company that values innovation and employee advancement.

Key Responsibilities

• Respond to and resolve user-reported incidents and service requests via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Escalate unresolved issues to higher-level support teams with detailed problem descriptions.
• Maintain accurate records of incidents, problems, and changes in the service desk system.
• Contribute to the development of the knowledge base by documenting solutions and workarounds.

Requirements

• Minimum of 2 years of experience in a service desk or helpdesk environment.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with network protocols and basic hardware troubleshooting.
• Excellent communication, customer service, and problem-solving skills.
• Experience with ITIL frameworks is a plus.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote working arrangement offering extensive flexibility.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off and holidays.
• Opportunities for training and career progression in IT support.