Desktop Support Analyst

Job Mandate 

The Desktop Analyst plays a key role within the Technology team, driving Kore's growth and innovation in the industry while delivering outstanding technical support and customer service to corporate clients and HTS departmental technology users. 

This position provides Level 1 and Level 2 technical support to office-based and remote employees across North America. The Agent will respond promptly to technical issues, ensuring minimal impact on daily operations, and support users in effectively leveraging desktop applications, hardware, and IT services. 

This role involves collaborating on technology initiatives, including planning, designing, and implementing cutting-edge solutions. The Agent will be a critical resource for troubleshooting, creating documentation, and enhancing IT support processes to ensure they align with organizational objectives while maintaining a strong commitment to customer satisfaction. 

Job Details 

Major Responsibilities: 

End-User Support & Service Delivery 

• Provide Tier 1 and Tier 2 technical support to end-users in-person, via phone, and through remote support tools. 

• Resolve hardware, software, and peripheral issues (e.g., desktops, laptops, printers, mobile devices). 

• Document all support activities in the ticketing system and ensure timely resolution in accordance with SLAs. 

• Support onboarding and offboarding processes, including hardware setup and user account provisioning. 

Systems & Application Support 

• Troubleshoot and support Microsoft 365 applications (Outlook, Teams, Excel, SharePoint, etc.). 

• Diagnose and resolve complex hardware, software, and mobile issues, ensuring system functionality and user satisfaction 

• Provide support for remote connectivity solutions such as VPN and Citrix. 

• Assist with Active Directory user management and password resets. 

• Coordinate with Level 3 teams for application escalations and updates. 

Hardware & Asset Management 

• Deploy, configure, and maintain desktop and laptop hardware. 

• Oversee inventory control, track IT assets, and ensure records are current and accurate. 

• Perform equipment moves, replacements, and decommissions as needed. 

Office & Field Support 

• Travel to office locations across the US and Canada to support site-specific needs (e.g., network troubleshooting, hardware refreshes). 

• Provide support during office relocations, expansions, or events requiring onsite technical presence. 

• Coordinate with vendors and facilities for infrastructure-related repairs or changes. 

Documentation & Process Improvement 

• Maintain knowledge base articles and create user guides as needed. 

• Identify recurring issues and propose process improvements to enhance efficiency. 

• Ensure compliance with IT policies, procedures, and security standards. 

• Adhere to and understand data governance and compliance regulations to ensure secure IT operations. 

Collaboration & Communication 

• Collaborate closely with IT team members across North America and other global regions. 

• Participate in team meetings, knowledge-sharing sessions, and project-based initiatives. 

• Communicate technical information clearly to non-technical users. 

Working Conditions: 

• Office and Remote presence are required 

• Office setting - Open, collaborative office space (may vary by location) 

• Provided after-hours and weekend on-call support when required 

• Fast-paced environment with tight deadlines 

• Reliable access to personal transportation is a requirement   

• Must have a valid passport 

Minimum Required Technical Skills / Qualifications 

Knowledge, Education, Training  

• An IT-related degree or diploma is preferred, showcasing foundational knowledge in the technology field or equivalent experience 

• Industry-recognized certifications (e.g., CompTIA, Microsoft, Cisco) are highly valued, reflecting specialized expertise and professional growth. 

• Equivalent work experience in the technology sector, demonstrating hands-on proficiency and practical problem-solving skills 

Experience 

• Minimum of 3-5 years of hardware and software support experience 

• Minimum of 3-5  years of customer support experience 

Technical Skills 

• Expertise in providing first and second-level support for corporate, departmental, and clinical technologies, including strong knowledge of all Windows-based operating systems 

• Strong knowledge of PC-based computer hardware 

• Strong knowledge of the Office 365 suite 

• Basic networking knowledge, software, and security systems. 

Minimum Required Behavioural / Soft Skills 

Skills 

• Demonstrates written and verbal communication excellence, ensuring clarity and professionalism in all interactions. 

• Thrives in fast-paced environments with minimal supervision, consistently delivering high-quality results. 

• Highly efficient in managing multiple priorities, with a keen eye for detail and responsiveness to dynamic tasks. 

• A self-motivated individual who embraces creative problem-solving and enjoys exploring new ideas and approaches. 

• Exhibits a friendly, outgoing demeanour, fostering strong relationships and collaboration with colleagues and clients.Demonstrated ability to collaborate with team members, vendors, and corporate IT teams on technology projects while maintaining clear and consistent communication with stakeholders.