Service Desk Analyst
Customer Support & Technical Services
Location: On-Site Charlottetown
Schedule: 40 hours weekly, 8-hr shifts falling within 9AM-9PM AT
Training Schedule: 1-2 Weeks Monday-Friday 10AM-630PM AT
About the Role
At Buchanan Technologies, our Service Desk Analysts are the first point of contact our customers across North America and around the world. We are looking for customer-focused professionals who enjoy helping people, solving problems, and delivering exceptional service experiences.
This role combines customer service excellence with technical troubleshooting. You will support users through phone, chat, email, and self-service channels while resolving technology issues and ensuring every interaction leaves the customer feeling supported and valued.
Whether you are beginning your IT career or bringing previous service experience, we provide training, mentorship, and growth opportunities to help you build a successful career in technology.
What You'll Do
Customer Experience
- Deliver friendly, professional, and empathetic support to end users
- Create positive customer experiences during every interaction
- Communicate technical information in a clear, easy-to-understand manner
- Manage customer expectations and follow through on commitments
- Maintain a high level of customer satisfaction and professionalism
Technical Support
- Troubleshoot hardware, software, password, access, email, printing, and connectivity issues
- Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications
- Utilize knowledge bases, diagnostic tools, and established processes to resolve incidents
- Perform account administration tasks including password resets and user access requests
- Escalate complex issues to specialized support teams when appropriate
Incident & Request Management
- Accurately document incidents, service requests, troubleshooting activities, and resolutions
- Maintain detailed and professional ticket records within the IT Service Management platform
- Meet service level objectives for response times, quality, and customer satisfaction
- Contribute to knowledge articles and continuous improvement initiatives
Team Collaboration
- Work effectively with colleagues, leadership, and support teams across multiple locations
- Participate in training, coaching, and skill development activities
- Share knowledge and best practices with team members
- Support organizational initiatives focused on quality, automation, and service excellence
What Makes Someone Successful in This Role
We are looking for people who:
- Enjoy helping others
- Have a positive and professional attitude
- Are naturally curious and enjoy solving problems
- Communicate clearly and confidently
- Remain calm under pressure
- Learn new technologies quickly
- Take ownership of issues and follow them through to resolution
- Thrive in a fast-paced environment
Preferred Technical Knowledge
Experience with some of the following is helpful but not required:
- Microsoft Windows 10/11
- Microsoft 365
- Active Directory / Entra ID
- Outlook and Exchange Online
- VPN and remote access tools
- Printers and peripheral devices
- Mobile device support (iOS and Android)
- Basic networking concepts (DNS, DHCP, TCP/IP, Wi-Fi)
- IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)
Minimum Qualifications
- High School Diploma or equivalent
- Strong customer service and communication skills
- Basic computer proficiency
- Ability to type and document information accurately while speaking with customers
- Ability to work independently and within a team environment
Preferred Qualifications
- Previous customer service, call center, retail, hospitality, or technical support experience
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
- IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent
- Experience supporting users in a professional environment
Work Environment
- 24x7 operation supporting clients across North America
- Various schedules available, including evenings, weekends, and holidays
- Opportunities for remote, hybrid, or office-based work depending on business needs
- Collaborative team environment focused on growth, coaching, and career development
Career Path Opportunities
Many of our leaders, engineers, trainers, and technical specialists began their careers on the Service Desk.
Potential career paths include:
- Senior Service Desk Analyst
- Team Lead
- Workforce Management Analyst
- Quality Assurance Analyst
- Knowledge Management Specialist
- Technical Support Specialist
- Systems Administrator
- Service Delivery Manager
Why Join Buchanan Technologies?
- Competitive compensation
- Paid training and career development
- Certification assistance
- Employee recognition programs
- Opportunities for advancement
- Collaborative and inclusive culture
- Exposure to a wide variety of technologies and industries
Join a team where customer service and technology come together to make a difference every day.
Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Types: Full-time, Permanent
Pay: $35,360.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- RRSP match
- Vision care
Application question(s):
- This position is on-site in our Charlottetown PEI office. Are you able to work on-site?
Location:
- Charlottetown, PE (required)
Work Location: In person
