Help Desk Analyst - Work from Home

Global Mentoring Solutions Inc - Toronto, ON (30+ days ago)

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

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

About Us: Global Mentoring solutions (GMS) delivers outsourced Help Desk and NOC support to a range of Managed Service Providers (MSP's) and IT Providers. 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.

About the Position: Our helpdesk focuses on troubleshooting user support issues such as user management/admin changes, desktop support and management, remote desktop support as well as how-to and coaching support to end users on behalf of our customers. GMS is 100% a remote company, every single employee works from home!

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., create or modify user accounts and permissions, and perform password resets)
Communicate 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.
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

Customer Advocacy

Answer customer queries in a timely manner
Report any technical issues in a timely fashion
Participate in training on tools, processes, policies and soft skills as required
Participate in improvement/enhancement projects related to support
Personal growth of technical and customer service expertise through independent learning and practice


Project a positive image to customers both internal and external
Attain a minimum of 2 assigned certifications per year

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

To be a successful GMS team member, you must possess the following:

An ability and willingness to work in a 24*7*365 rotating shift environment
An understanding of Support Desk practices and methodologies
An ability to effectively communicate and document
A proven ability to prioritize and execute tasks in a high-pressure environment
A proactive and predictive approach to problem solving
An open-mindedness to both giving and receiving feedback
A passion for technology and enthusiasm for helping GMS grow and improve
A commitment to continuous learning and personal growth
Bachelor's Degree / Diploma in a technology-related field or equivalent experience
CompTIA Network+/Security+/A+, MCSA Windows Server 2012 or newer, Azure or MS365 role-based certifications an asset

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, with matching contributions available after 12 months of service)
Technology allowance of $50 a month (tax free)
Employee recognition and rewards program
Professional development opportunities
Potential performance bonuses

Please note you should be prepared to use your own smart phone for multi-factor authentication; you will also need to use your personal computer to connect to an RDS environment until GMS can supply you with a computer.

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.