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 We help the world communicate, innovate, learn and lead safe and healthy lives. It was founded in 1982, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 5001-10000 employees. Its website is