STRENGTHEN YOUR CAREER!
At Nova Networks, we pride ourselves on hiring smart, motivated people who excel at challenging themselves and enjoy working in a team-oriented environment.

Looking for an exciting opportunity to work with leading products and with other talented and energetic professionals? Then look no further.

We believe strongly in lifelong learning and professional development, and we will support your professional and career development. At Nova Networks, you are given the opportunity to demonstrate your talent, undertake challenging projects, and work with a fantastic team.

CAREER OPPORTUNITIES
If you require special accommodation during our recruitment process, please indicate this when responding to Nova’s job advertisements. All reasonable adjustments are provided.

We pride ourselves on personalized review. Please note that all applications are reviewed by our dedicated hiring team, not AI software

SERVICE DESK ANALYST

NOVA Networks is seeking an experienced Service Desk Analyst to handle a broader and more complex range of technical issues. In addition to resolving incidents and service requests, the Analyst will serve as an informal resource for colleagues, contribute to process improvement, and play an active role in knowledge management.

Key Responsibilities:

- Resolve a wide range of technical issues of intermediate complexity, including software conflicts, network connectivity, account provisioning, and endpoint configuration.
- Handle escalated tickets and provide timely and effective resolution or further escalation.
- Log, categorize,



and document all incidents and requests in alignment with ITIL Incident Management standards.
- Contribute actively to the knowledge base, authoring and reviewing articles to ensure accuracy and completeness.
- Participate in shift handover processes, ensuring continuity of service across coverage windows.
- Remain current on NOVA Networks technology stack, upcoming changes, and ITIL developments through continuous learning.

Your Qualifications:

- A diploma or degree in either Computer Science, Information Technology, or a related field; or equivalent demonstrated experience.
- Minimum 2 years of experience in an IT support or service desk role.
- ITIL Foundation certification or equivalent practical experience with ITIL-aligned processes.
- Proficiency troubleshooting Windows environments, Microsoft 365, Active Directory, and common enterprise applications.

Some Nice to Haves:

- Experience with ITSM platforms such as ServiceNow, Jira Service Management, or equivalent.
- CompTIA A+, Network+, or Microsoft 365 Fundamentals certification.
- Experience with remote support tools (e.g., Remote Desktop, TeamViewer, SCCM).
- Demonstrated ability to mentor or assist peers in a support environment.

(Hourly rate for this role: $19.00 – $23.00)

We invite all qualified candidates to apply. Please submit your resume to [email protected] and our Talent Acquisition Team will review. We thank all applicants for their interest in Nova Networks; however, only applicants selected to continue in the recruitment process will be contacted.

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📌 SERVICE DESK ANALYST (Canada)
🏢 Nova Networks
📍 Canada