Service Desk Analyst

Calian Group is seeking a Service Desk Analyst to be the first point of contact for end-users seeking technical assistance. The primary responsibility is to provide excellent customer service by resolving IS-related issues promptly and efficiently, while collaborating with other IS team members to ensure smooth operations and user satisfaction.

Responsibilities

• Provide one-on-one end-user support and problem resolution via telephone, email, and other communication channels
• Diagnose and troubleshoot hardware, software, and network-related issues
• Assist users with login problems, password resets, and account management
• Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals
• Install, configure, troubleshoot and update software applications on user devices
• Ensure proper functioning of workstations, laptops, and mobile devices
• Resolve minor network issues (e.g., LAN access) and escalate complex network problems to higher tiers
• Assist users with connectivity issues, including Wi-Fi and VPN setup
• Maintain accurate records of user requests, incidents, and resolutions
• Contribute to the knowledge base by documenting common issues and solutions
• Communicate effectively with end-users, demonstrating patience and empathy
• Manage user expectations and provide timely updates on issue resolution
• Educate users on security best practices, including password hygiene, phishing awareness and cyber awareness training
• Report any security incidents promptly to higher tiers
• Collaborate with other IS teams to escalate complex issues and ensure timely resolution
• Participate in team meetings and contribute to process improvements
• Ability to travel, work evenings & weekends
• Ability to participate in after-hours on-call support
• Perform other duties as assigned

Skills

• Associate degree or equivalent experience in information technology or related field
• Relevant work experience in a help desk or technical support role
• Strong problem-solving abilities
• Excellent communication skills
• Familiarity with Windows and macOS operating systems
• Basic knowledge of networking concepts
• User-focused mindset
• Industry certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus

Benefits

• Flexible work hours
• Robust company-paid benefits
• Generous time off package
• A balanced approach to work and life
• Stock purchase plan
• RRSP program*
• Work from home options

Company Overview