Service Desk Analyst: End-User Support & IT Asset Lead

BeyondTrust, Inc.; Halifax; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

BeyondTrust is seeking a customer-oriented Service Desk Analyst to provide end-user IT support and manage office IT equipment. You will rotate three days per week in the Manchester office, with two days based on business needs.

The role focuses on incident management, device support, and coordination with vendors to maintain our IT environment. You will translate technical issues for non-technical users, document incidents, and deliver training to new hires.

Qualifications

• Bachelor's degree in a computer-related field.
• Proven experience providing technical end-user support.
• Strong knowledge of Windows and MacOS devices, printers and networking.
• Ability to translate technical details to non-technical users.

Responsibilities

• Log and track incidents and service requests in a ticketing system and escalate when needed.
• Provide in-person and remote end-user support to resolve IT issues promptly.
• Manage IT equipment in the office and coordinate with infrastructure for upgrades and firewall tasks.
• Monitor IT systems to identify issues and mitigate risks.
• Coordinate with third-party vendors for maintenance and warranty claims.
• Train and onboard new employees on IT systems and best practices.

Skills

Windows

MacOS

Networking

Printers

Customer service

Communication

Incident management

Remote support

Troubleshooting

Multitasking

Education

Bachelor's degree in computer science or information technology

Tools

ServiceNow

Office 365

Job description

BeyondTrust is seeking a customer-oriented Service Desk Analyst to provide end-user IT support and manage office IT equipment. You will rotate three days per week in the Manchester office, with two days based on business needs.

The role focuses on incident management, device support, and coordination with vendors to maintain our IT environment. You will translate technical issues for non-technical users, document incidents, and deliver training to new hires.