HELPDESK TECHNICAL ANALYSTS – MISSISSAUGA
Help Desk Technical Analysts
Location : Mississauga, ON
Job Type: Contract to Hire
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.
* Function effectively in a shift based environment.
* 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.
* Third party utilities
* Microsoft Office
* POS hardware and software
* End user network administration (e.g. password reset, verify rights, restart print buffers).
* Laptop and desktop hardware knowledge
* Knowledge of common helpdeskSLA’s
Qualified candidates will be able to:
* Analyze and troubleshoot problems
* Convey appropriate sense of urgency in the resolving of customer issues.
* 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: 3+ years. (Desktop support, hardware & software, Office, Outlook, Networks, VPN’s)
* Certifications: A+.
* High integrity.
* Be Punctual.