Working From Home As A Help Desk Analyst Positions Available At Global Mentoring Solutions 2023: Register Now!

Host Country


Target Audience


Program Overview

Global Mentoring Solutions are looking for an uncompromising help desk analyst to tend to all IT-related issues with care. The help desk analyst ought to troubleshoot employees’ computer-related difficulties, mend issues with our network, and oversee the regular updating of all pertinent installations. You should also remain informed about new product releases that may be of use to our company.

To ensure success as a help desk analyst, you should recommend suitable IT-related purchases based on employees’ needs. Ultimately, a distinguished help desk analyst will complete tasks with unwavering precision.

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Help Desk Analyst Responsibilities:

  • Gathering and triaging cases that require attending to.
  • Scheduling time to meet with employees, service providers, and other stakeholders to service IT-related equipment.
  • Examining presenting concerns from multiple angles to select and implement the most suitable solutions.
  • Walking employees through your interventions to promote computer literacy and self-sufficiency.
  • Configuring personal computers and portable internet gadgets.
  • Installing mandatory updates before existing applications become outdated or obsolete.
  • Sourcing and proposing new IT-related solutions that may promote efficiency in the office.
  • Submitting purchase requests and monitoring your expenditure.

Help Desk Analyst Requirements:

  • Degree in information systems or adjacent discipline.
  • Additional, relevant certification is highly advantageous.
  • Demonstrable experience as a help desk analyst.
  • Knowledgeable about recent innovations in IT.
  • Unmatched administrative, triaging, and time management abilities.
  • Systematic, precise, and emotionally intelligent.
  • Ability to train staff in basic troubleshooting techniques.
  • Eager about IT plus its business and societal applications.

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Help Desk Analyst – Work from Home

Global Mentoring Solutions

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  • Associate’s degree


  • Microsoft Windows Server
  • Azure
  • Operating systems
  • Microsoft Outlook
  • Remedy


  • RRSP match
  • Work from home


  • English

Type: Full-Time, Permanent (currently not accepting Part-Time applications)

Location: Canada, Work from Home (currently only considering Canadian Citizens/Residents)

About the Position: Global Mentoring Solutions Live Expert enables Managed Service Providers (MSPs) to deliver 24×7 Help Desk services via RMM, phone, chat and PSA level access to our North American based Outsourced team.

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· IT Service Desk – provide first and second level technical support through phone, email and chat support;

· Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets);

· Communicates with customers at all levels of technical and non-technical skills sets;

· Follow all standard operating procedures (SOP) through the effective use of Knowledge management;

· Work collaboratively with people across the organization;

· Support PCs, MACs, workstations/laptops, servers, printers, mobile devices, modems, routers and switches etc.- edited

· Support end users in their use of applications such as Microsoft Office, virtual desktops (Citrix, VMWare, Microsoft Azure), CRM, VPN and more

· Install, modify, and repair computer software

To qualify for this role, you must have the following:

· Ability and willingness to work in a 24*7*365 rotating shift environment;

· Ability to simultaneously talk and type accurately at a minimum of 30 wpm;

· Have a strong understanding of customer support, operations, processes and ticketing;

· Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers;

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· Have hands on experience supporting Windows server and desktop operating systems, networks, databases and network security concepts and tools;

· Have hands on experience with the Microsoft Office application suite including MS Outlook;

· Experience with multi-platform Windows O/S;

· Experience with Active Directory and Exchange, O365;

· Solid analytical/cognitive skills to troubleshoot complex and technical problems;

· Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality;

· Demonstrated capability to achieve results under pressure in a fast-paced client driven environment;

· Strong desire and enthusiasm to serve customers;

· Basic knowledge of ITIL;

· Basic understanding of Service Desk metrics/SLA’s; and

· Basic knowledge of Mobile device support.

Additional Requirements:

· Minimum of 3 years’ experience working in an IT Service Desk/inbound Call Center environment

· Experience working from home/working remotely is strongly preferred

· Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred

· Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred

· Certification in relevant IT products/technologies a plus

· Be prepared to use your own smart phone, soft phone and personal computer to connect to an RDS environment until GMS can supply equipment.

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About You: The successful candidate must enjoy helping others, be willing to learn, be open-minded and flexible, organized and detail oriented, be customer service driven, collaborative, disciplined, and must have a positive attitude. The ideal candidate should be passionate about technology and committed to continuous learning and personal growth.

About Us: Global Mentoring solutions (GMS) delivers outsourced Help Desk support to a range of customers, including consumers up to large corporations and IT Service Providers. Our company focuses on troubleshooting, network monitoring & management, as well as how-to and coaching support to end users on behalf of our partner customers. GMS is 100% a remote company, every single employee works from home!

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Global Mentoring Solutions offers competitive wages and benefits including:

  • Work from home; save time and money by eliminating the commute.
  • 2 weeks of annual paid vacation, with increases after 4 and 6 years of service.
  • Health Benefit Package after 180 days of employment
  • GRRSP (Group Registered Retirement Savings Plan, upon completion of 12 months of service)
  • Technology allowance of $50 a month (tax free)
  • Employee recognition and rewards program
  • Professional development opportunities
  • Potential performance bonuses

Compensation: Salary for this position meets industry standards and is determined by adherence to the above noted mandatory requirements and current vendor certifications.

If you are interested in being a part of a growing Canadian Company, we want to hear from you!

For more information about our company position please visit

We thank all applicants in advance for their application and interest in Global Mentoring Solutions. However, only those candidates selected for an interview will be contacted.

Job Types: Full-time, Permanent

Apply Now

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