Help Desk Support Analyst

Job description

Play a key role in supporting a highly effective team that architects, designs, and implements technology solutions in a multi-platform fast-paced services organization. The role will bridge the gap between our North American clients and their entire staff and includes onsite support for Ontario-based client site(s) as required. In addition, the job will consist of user, server, application, and security support, in addition to monitoring the tickets and incidents.

Responsibilities

• Log and document all issues and ensure that incidents are updated at each stage, from internal analysis to problem resolution
• Work hand in hand with clients’ resident IT teams to resolve outstanding issues
• End-user troubleshooting and support
• Workstation standardization and deployment
• Monitoring of log files, including end-point protection, backups, antivirus and other services
• Maintain the highest level of customer satisfaction by providing a true partnership and full ownership of the incidents
• Support for our client base in addressing workstation, server, basic network and storage challenges
• Keep client knowledgebase up to date

Desired Skills & Experience

• Strong knowledge of workstation technologies and familiarity with infrastructure products and platforms
• Excellent verbal and written communication
• Appetite for learning new technologies and security
• Appetite for working team members with diverse skill sets and experiences in North America
• Excellent understanding of customer services and a keen desire to work in demanding environment
• University Degree / College Diploma is preferred
• Excellent understanding of problem-resolution steps and successful completion of every open ticket on a timely basis
• Proven experience with the Microsoft operating system and Office applications

Experience

• Service desk: 2 years (Preferred)