Description
Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.
Reporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing first-level technical support and ensuring timely resolution of incidents and service requests. This role serves as the primary point of contact for end-users experiencing issues with hardware, software, and network systems. Key responsibilities include ticket management, issue diagnosis, user account administration, and documentation of support procedures. The analyst ensures high levels of customer satisfaction through professional, courteous, and efficient service, while also contributing to continuous improvement of service desk operations.
Key responsibilities include:
- Provide remote technical support for desktop and laptop technologies, communications equipment, and telephony infrastructure. Deliver primary assistance for all Xplore locations via ticketing system, phone, or email, including support for VPN connectivity, SoftPhone setup, and remote installation of software.
- Respond to requests and incidents, offering primary support for all Xplore locations. This includes working non-traditional hours and participating in an on-call rotation as required.
- Coordinate and align Service Desk and IT Operations activities, ensuring their successful implementation into production environments, including activities related to telephony infrastructure.
- Coordinate repair activities with vendors or third-party providers when necessary to resolve technical issues.
- Report and develop IT operational plans, service level reporting, and action plans as needed to improve results.
- Demonstrate strong troubleshooting abilities, IT systems knowledge, and proficiency with ticketing tools.
- Provide excellent customer service through clear communication, empathy, and responsiveness.
- Exhibit strong organizational skills in time management, documentation, and teamwork.
- Apply analytical thinking and initiative to problem-solving situations.
The ideal candidate will possess:
- 2–4 years of experience in a deskside technical support or service desk environment
- College degree or diploma
- Hands-on experience troubleshooting hardware, software, and networking issues
- Familiarity with using and managing IT ticketing systems, including knowledge of IT service management tools such as ServiceNow, Solarwinds Web Help Desk, Jira, or similar
- Experience providing customer-facing support, either in-person or remotely
- Exposure to user account administration and Information Security practices; good understanding of account creation, password resets, and permissions in both Active Directory and Entra ID
- Experience documenting support procedures or contributing to a knowledge base; ability to create and maintain support documentation and knowledge base articles (an asset)
- Understanding of common hardware, software, and networking issues; familiarity with Windows and macOS environments
- Ability to follow diagnostic procedures and guide users through problem resolution using troubleshooting techniques
- Knowledge of professional communication, customer service etiquette, and support principles
- Awareness of standard IT practices, security protocols, and escalation paths
- Ability to lift, carry, bend, or reach computer equipment as required (estimated up to ~40 lbs
Condition of Employment:
As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.
Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.
