Service Desk Analyst in Canada Creek, Nova Scotia at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Analyst based in Canada.

This role is a key entry point into enterprise IT support, providing first-line technical assistance to internal users across a large, fast-paced organization. You will be responsible for handling incoming calls and chat requests, troubleshooting a wide range of technical issues, and ensuring employees receive timely and effective support. The position requires strong communication skills, a client-first mindset, and the ability to diagnose and resolve common hardware, software, and connectivity issues. You will also escalate more complex problems to higher-level support teams while maintaining ownership of the user experience. This is a high-volume, 24/7 support environment where adaptability and responsiveness are essential. It offers exposure to enterprise IT systems, modern support tools, and continuous service improvement initiatives.

• Act as the first point of contact for internal employees, responding to incoming calls and chat requests for technical support.
• Diagnose and resolve Level 1 technical issues related to hardware, software, mobile devices, printers, telephony, and remote access.
• Escalate more complex incidents to Level 2 support teams while ensuring proper documentation and follow-up.
• Monitor, categorize, and prioritize incoming requests to ensure timely resolution and adherence to service standards.
• Support employees through troubleshooting and guided resolution while maintaining a strong customer service experience.
• Contribute to the improvement of support processes by identifying recurring issues and suggesting procedural enhancements.
• Assist in evaluating tools and systems used within the service desk environment to improve efficiency and user experience.

• Previous experience in customer service, technical support, or service desk environments.
• Strong communication skills, both written and verbal, with a professional and customer-focused approach.
• Good understanding of computer operating systems and Microsoft Office applications.
• Strong analytical and problem-solving skills with the ability to troubleshoot basic technical issues effectively.
• Familiarity with tools such as ServiceNow, VPNs, RSA authentication, or similar technologies is a plus.
• Microsoft certifications or equivalent IT training are considered an asset.
• Ability to work in a fast-paced, high-volume environment with strong time management and prioritization skills.
• Strong client-first mindset with a proactive and supportive attitude.

• Competitive compensation aligned with Canadian part-time IT support roles.
• Flexible part-time schedule (20 hours per week) with day or night shift options.
• Opportunity to work in a large-scale enterprise IT environment with global exposure.
• Comprehensive training program to support onboarding and technical development.
• Career growth opportunities within technology support and IT operations.
• Access to structured support, coaching, and continuous learning initiatives.