Service Desk Analyst

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

We seek a highly motivated and customer-oriented Service Desk Analyst to join our team. In this role, your primary responsibility is providing technical support and assistance to end users face-to-face and remotely based in the United States and Canada, primarily in the Halifax area Offices. Additionally, you will be responsible for managing and maintaining all IT equipment within the office premises. Your role will also involve translating non-technical difficulties into technical language for the technical teams and coordinating with third-party vendors for equipment maintenance and warranty claims. You will primarily be required to be in the office 3 days a week. The other 2 days will be subject to business needs.

What You’ll Do

Incident and Request Management

• Log and track incidents and service requests in a ticketing system, ensuring accurate and up-to-date information. Escalate issues to appropriate teams if necessary and follow established processes for incident resolution and request fulfilment

End User Support

• Provide technical support and assistance to end users in person and remotely, ensuring timely resolution of IT-related issues and inquiries

IT Equipment Management

• Take ownership of all IT equipment in the office, including computers, printers, network devices, and peripherals. Maintained an inventory, tracked assets, and ensured proper functioning and maintenance of all equipment
• Coordination with internal infrastructure to perform any switches upgrade, internal security operations to perform firewall upgrade when required

Proactive Monitoring

• Monitor IT systems and networks to identify potential issues, proactively mitigate risks, and ensure optimal system performance

Vendor Coordination

• Collaborate with third-party vendors for equipment maintenance, repairs, and warranty claims. Coordinate and follow up on service requests, ensuring timely resolution and satisfactory service delivery

User Training and Onboarding

• Conduct training sessions and provide orientation to new employees on IT systems, software, and best practices to enhance user knowledge and productivity

What You’ll Bring

• A bachelor's degree in computer science, information technology, or a related field experience
• Proven experience in providing technical support to end users, face-to-face or remotely
• Strong knowledge of IT equipment, including computers (Windows, MacOS), printers, networking devices, and peripherals
• Excellent communication skills with the ability to translate technical concepts into non-technical terms for users
• Familiarity with ticketing systems, incident management processes and asset management, ServiceNow
• An Intermediate understanding of Office365
• Ability to prioritise and manage multiple tasks simultaneously while maintaining attention to detail
• Proficiency in troubleshooting software, hardware, and network-related issues
• Basic understanding of IT infrastructure and networking concepts
• Experience working with third-party vendors for equipment maintenance and warranty claims is desirable
• Effective communication (both written and verbal) and ability to do presentations
• Strong customer service orientation and problem-solving skills
• Adaptability to changing technologies and a willingness to learn new tools and systems

Nice To Have

• Experience working with Endpoint Security Technology
• Logistics Management
• Office 365 certifications

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.

Learn more at www.beyondtrust.com. 

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