Service Desk Analyst

Summary: Greenwin Corp is seeking an experienced Service Desk Analyst to join our IT team. The ideal candidate will have 3–5 years of experience providing technical support in a fast-paced environment. This role is responsible for troubleshooting and resolving IT issues, managing user accounts, and ensuring the seamless operation of IT systems. The position follows a hybrid work model, requiring three days per week in the office.

What you’ll get to do:

• Deliver expert-level assistance for hardware, software, and network-related issues through phone, email, and face-to-face interactions, ensuring timely resolution and customer satisfaction.
• Troubleshoot and resolve a wide array of desktop, laptop, and mobile device issues with precision and speed.
• Oversee user accounts, permissions, and access rights in Microsoft Active Directory and other essential IT systems, maintaining secure and streamlined access.
• Install, configure, and maintain both Windows and Mac operating systems, key business applications, and cutting-edge security tools to optimize performance. Document incidents, service requests, and resolutions in the IT service management system.
• Log and track all incidents, service requests, and resolutions in the IT service management system, ensuring clear and accurate records for future reference. Collaborate with other IT team members to escalate and resolve complex technical challenges.
• Assist with IT asset management, ensuring our hardware and software inventory is accurately tracked and maintained for optimal resource planning.
• Work closely with the IT team to escalate and resolve complex technical challenges, contributing to the overall success of IT operations.
• Educate and guide users on IT best practices, troubleshooting techniques, and security protocols, fostering a tech-savvy, security-conscious workforce.

Who you are:

• 3–5 years of experience in IT support, service desk, or help desk roles.
• Strong knowledge of Windows OS, Mac OS, Office 365, Active Directory, and networking fundamentals.
• Experience working with ITSM ticketing systems such as Fresh Service Ticketing Tool
• Ability to diagnose and troubleshoot hardware, software, and network issues.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work both independently and collaboratively in a hybrid work environment.
• Relevant certifications such as CompTIA A+ or ITIL Foundation are an asset.

Greenwin Corp. is an equal opportunity employer committed to building a diverse workforce representative of the communities we serve and providing an accessible environment. Accommodation is available upon request by contacting accessibility@greenwin.ca. We encourage all qualified candidates to apply.