{"id":1550575,"url":"https://alion.io/job/beyondtrust-service-desk-analyst-2","title":"Service Desk Analyst","company":{"id":5291,"name":"BeyondTrust","domain":"beyondtrust.com","url":"https://alion.io/company/beyondtrust","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Halifax, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":74000,"period":"year","method":"role_country_seniority_unknown","sample_n":121},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"BeyondTrust","optional":false},{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false},{"name":"Claude","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-30T16:19:05Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-12T22:39:01Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio.\nOur culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.\nThe Role\nWe seek a highly motivated and customer-oriented Service Desk Analyst to join our team. In this role, your primary responsibility is providing technical support and assistance to end users. Additionally, you will be responsible for managing and maintaining all IT equipment within the office premises. Your role will also involve translating non-technical difficulties into technical language for the technical teams and coordinating with third-party vendors for equipment maintenance and warranty claims. You will primarily be required to be in our Halifax office 3 days a week. The other 2 days will be subject to business needs.\nWhat You’ll Do\nIncident and Request Management\nLog and track incidents and service requests in a ticketing system, ensuring accurate and up-to-date information. Escalate issues to appropriate teams if necessary and follow established processes for incident resolution and request fulfilment\nEnd User Support\nProvide technical support and assistance to end users in person and remotely, ensuring timely resolution of IT-related issues and inquiries\nIT Equipment Management\nTake ownership of all IT equipment in the Singapore office, including computers, printers, network devices, and peripherals. Maintained an inventory, tracked assets, and ensured proper functioning and maintenance of all equipment\nCoordination with internal infrastructure to perform any switches upgrade, internal security operations to perform firewall upgrade when required\nProactive Monitoring\nMonitor IT systems and networks to identify potential issues, proactively mitigate risks, and ensure optimal system performance\nVendor Coordination\nCollaborate with third-party vendors for equipment maintenance, repairs, and warranty claims. Coordinate and follow up on service requests, ensuring timely resolution and satisfactory service delivery\nUser Training and Onboarding\nConduct training sessions and provide orientation to new employees on IT systems, software, and best practices to enhance user knowledge and productivity\nWhat You’ll Bring\nA bachelor's degree in computer science, information technology, or a related field experience\nProven experience in providing technical support to end users, face-to-face or remotely\nStrong knowledge of IT equipment, including computers (Windows, MacOS), printers, networking devices, and peripherals\nExcellent communication skills with the ability to translate technical concepts into non-technical terms for users\nFamiliarity with ticketing systems, incident management processes and asset management, ServiceNow\nAn Intermediate understanding of Office365\nAbility to prioritize and manage multiple tasks simultaneously while maintaining attention to detail\nProficiency in troubleshooting software, hardware, and network-related issues\nBasic understanding of IT infrastructure and networking concepts\nExperience working with third-party vendors for equipment maintenance and warranty claims is desirable\nEffective communication (both written and verbal) and ability to do presentations\nStrong customer service orientation and problem-solving skills\nAdaptability to changing technologies and a willingness to learn new tools and systems\nNice To Have\nExperience working with Endpoint Security Technology\nLogistics Management\nOffice 365 certifications\nClaude AI experience\nITIL Foundation certificate\nBetter Together\nDiversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.\nWe take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.\nAbout Us\nBeyondTrust is the global identity security leader protecting Paths to Privilege™. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders.\nBeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners.\nLearn more at www.beyondtrust.com.","description_format":"text","description_chars":4897,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-01T00:08:36Z"}],"visa":[],"liveness":{"score":87,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.874,"p_room":1,"age_days":11,"expected_fill_days":47,"reasons":["conf:0","velocity","win:early","comp:attention"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/beyondtrust-service-desk-analyst-2","json_url":"https://alion.io/job/beyondtrust-service-desk-analyst-2.json","meta":{"generated_at":"2026-10-12T23:06:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":37900,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5291},"rest":"https://alion.io/mcp/rest/get_company?id=5291"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbeyondtrust-service-desk-analyst-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbeyondtrust-service-desk-analyst-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbeyondtrust-service-desk-analyst-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/beyondtrust-service-desk-analyst-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbeyondtrust-service-desk-analyst-2"}]}