Service Desk Analyst (Remote)

Job Overview

Vena Solutions invites applications for a Service Desk Analyst role, working remotely across Canada. This full-time position involves serving as the initial touchpoint for IT support within the company, which specialises in AI-driven financial planning software integrated with Microsoft technologies. The ideal candidate is proactive, technologically adept, and dedicated to exceptional customer support.

Key Responsibilities

• Deliver first-level technical assistance to employees regarding hardware, software, and networking issues.
• Record, categorise, prioritise, and monitor all IT incidents and service requests using the service management platform.
• Resolve technical problems promptly to minimize business disruptions.
• Refer complex issues to second or third-line IT support teams as needed.
• Support installation, setup, and upkeep of computing systems, software, and peripherals.
• Handle user account management tasks including creation, updates, and resetting passwords through Active Directory and other systems.
• Create and update technical documentation, knowledge base content, and user manuals.
• Ensure IT support processes comply with defined service level agreements (SLAs).

Qualifications

• Prior experience in a helpdesk, service desk, or technical support role.
• Effective verbal and written communication skills, capable of explaining technical matter to non-technical individuals.
• Strong analytical skills and detail orientation for problem-solving.
• Familiarity with ticketing platforms such as Jira Service Management or ServiceNow.
• Comprehensive knowledge of Windows and macOS OS, plus Microsoft 365 applications.
• Independent working capability with efficient time management in a remote duty setup.
• Customer-focused service approach.
• Educational background preferably includes a diploma or degree in Information Technology or a related discipline.
• Credentials like ITIL Foundation or equivalent IT certificates are advantageous.

Benefits

• Competitive remuneration
• Annual bonuses based on performance
• Health, dental, and vision insurance coverage
• Retirement savings plan with company matching contributions
• Paid leave including vacation, personal, sick days, and holidays
• Company-paid life and AD&D insurance
• Access to employee assistance programs
• Opportunities for professional training and career advancement
• Flexible remote working arrangements
• Provision of necessary laptop and home office equipment