Service Desk Analyst (Remote)

Job Overview

Vena Solutions is seeking a motivated and customer-focused Service Desk Analyst (Remote) to join our dynamic team on a full-time basis. As a key member of our IT department, you will be the first point of contact for technical support, providing essential assistance to our internal teams. At Vena, we empower organisations with our AI-powered financial planning and analysis (FP&A) platform, which integrates seamlessly with Microsoft technology to streamline business planning, budgeting, and reporting. The ideal candidate will be a proactive problem-solver with a passion for technology and a commitment to delivering exceptional service. This role is remote but requires the candidate to be based in Canada.



Responsibilities

• Provide first-line technical support to all Vena Solutions employees for hardware, software, and network-related issues.
• Log, categorise, prioritise, and track all incidents and service requests in our IT service management system.
• Troubleshoot and resolve technical problems in a timely and efficient manner, ensuring minimal disruption to business operations.
• Escalate complex issues to the appropriate second or third-line support teams when necessary.
• Assist with the installation, configuration, and maintenance of computer systems, software, and peripherals.
• Manage user accounts, including creation, modification, and password resets within Active Directory and other systems.
• Develop and maintain technical documentation, knowledge base articles, and user guides.
• Ensure that all support activities are carried out in line with our service level agreements (SLAs).

Qualifications

• Proven experience in a service desk, helpdesk, or technical support role.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving capabilities with keen attention to detail.
• Hands-on experience with ticketing systems (e.g., Jira Service Management, ServiceNow).
• Solid understanding of Windows and macOS operating systems, as well as Microsoft 365 applications.
• Ability to work independently and manage time effectively in a remote environment.
• A customer-centric approach to service delivery.
• A post-secondary degree or diploma in Information Technology or a related field is preferred.
• ITIL Foundation or other relevant IT certifications would be considered an asset.

Benefits

Vena Solutions is proud to offer a competitive and comprehensive benefits package designed to support our employees' well-being and professional growth. Our benefits include:

Competitive salary

Performance-based annual bonus

Extended health, dental, and vision benefits

Registered Retirement Savings Plan (RRSP) with company matching contributions

Paid vacation, personal days, sick leave, and statutory holidays

Employer-paid life and accidental death & dismemberment (AD&D) insurance

Employee Assistance Program (EAP)

Professional development and training opportunities

Career growth and advancement opportunities

Flexible remote work options

Company-provided laptop and home office equipment