Kalyx - Your Partners in IT Staffing Solutions

Help Desk Analysts x 5

LOCATION: Mississauga

Key Responsibilities:


*  Use telephone/email effectively to gather data and resolve problems

*  Effectively communicate orally and in writing technical information to technical and non-

technical audiences.

* Support of a variety of proprietary applications, extensive training will be provided.

*  Follow detailed, step-by-step instructions.

*  Record, track, escalate, and update calls through the Help Desk trouble ticketing system.

*  Resolve problems using logical thought processes, technical acumen, electronic tools,

manuals and technical support documentation

*  Identify problem trends and possible solutions.

*  Direct end users to appropriate self-support tools or resources if available.

*  Coordinate activities with other team members, including verbal and written shift pass

down notes and sharing of knowledge as required.

*  Apply quality control tools / processes to daily activities.

*  Be committed to unsurpassed customer service


Required Knowledge:


Experience recording, tracking, escalating, and updating calls through the HelpDesk trouble ticketing system.   

*  Document familiar problems and solutions for addition to Help Desk knowledgebase.

Microsoft Office 2010 (Word, Excel, Power Point, Outlook), Windows 7, IE 8

*  Knowledge of common helpdesk SLA’s


Qualified candidates will be able to:


*Empathize and comfort frustrated and angry users.

*Visualize identify and resolve hardware, software and network problem remotely.

*      Follow detailed, step by step instructions

*      Identify problem trends.

*      Maintain professional demeanor under stress.


Our ideal candidate will have the following


*      Education: College, University, or Major: Information Technology Certificate

*      Experience: Windows 7, Office 2010/Outlook 2010 & Internet Explorer 8

*      High integrity.

*      Be Punctual.

*      Must stay abreast of technical changes.


** This is a 6 month contract that has a strong possibility of converting to permanent. Once permanent you receive 2 weeks’ vacation, benefits and a yearly educational allowance.