Service Desk Analyst (Remote)

About the role

Vena Solutions is looking for a motivated, customer‑focused Service Desk Analyst to join its IT department on a full‑time remote basis. You will be the first point of contact for internal users, delivering prompt technical assistance and ensuring smooth business operations.

Key responsibilities

• Provide first‑line technical support for hardware, software and network issues across the organization.
• Log, categorize, prioritize and track incidents and service requests in the IT service management system.
• Troubleshoot and resolve problems efficiently, escalating complex cases to second or third‑line teams when needed.
• Assist with installation, configuration and maintenance of computers, peripherals and software.
• Manage user accounts, including creation, modification and password resets in Active Directory and related systems.
• Develop and maintain technical documentation, knowledge‑base articles and user guides.
• Ensure support activities meet defined service level agreements (SLAs).

Required profile

• Proven experience in a service desk, help‑desk or technical support role.
• Excellent communication skills with the ability to explain technical concepts to non‑technical users.
• Strong analytical and problem‑solving abilities with attention to detail.
• Ability to work independently and manage time effectively in a remote environment.
• Post‑secondary degree or diploma in IT or a related field (preferred).
• ITIL Foundation certification or other relevant IT certifications (asset).

Required skills

• Ticketing systems such as Jira Service Management or ServiceNow.
• Windows and macOS operating systems.
• Microsoft 365 applications.
• Active Directory account management.
• Understanding of ITIL service‑management principles.

What we offer

• Competitive salary with performance‑based annual bonus.
• Extended health, dental and vision benefits.
• RRSP with company matching contributions.
• Paid vacation, personal days, sick leave and statutory holidays.
• Employer‑paid life and AD&D insurance.
• Employee Assistance Program (EAP) and professional development opportunities.