Help Desk Analyst (A7) - Work From Home
Global Mentoring Solutions Inc
Alberta
Overview

We are currently looking for a Technical Support Analyst to join our IT Service Desk team to support our outsourced Managed Services team.

What You'll Do

First point of contact for the end users for all technical issues and service requests
Provide troubleshooting and technical support via phone, chat and email
Provide voice based and remote technical support to end users for all standard desktop issues(duplicate of above, we don't need this line)
Respond to queries, run diagnostic programs, isolate problems, determine and implement solutions

Key Responsibilities

IT Service Desk - provide first and second level technical support through phone, email and chat support
Diagnose and troubleshoot end user desktop application issues and provide the appropriate solution
Resolve Level 1 and 2 issues; elevates complex and/or high priority problems to the appropriate support groups for resolution
Respond to and resolves technical end user service and support incidents and requests. This is a duplicate of the above
Follow-up with end users to provide status updates as per service level guidelines
Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Communicates 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.- edited
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

Qualifications:
Ability and willingness to work in a 24*7*365 environment
Ability to simultaneously talk and type accurately at least 30 wpm
Sound understanding of customer support, operations, processes and ticketing
Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
Hands on experience supporting Windows server and desktop operating systems, networks, databases and network security concepts and tools is required
Hands on experience with the Microsoft Office application suite including MS Outlook
Experience with multi-platform Windows O/S required
Active Directory, and Exchange required
Solid analytical/cognitive skills to troubleshoot complex and technical problems
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
Demonstrated capability to achieve results under pressure in a fast-paced client driven environment
Strong desire and enthusiasm to serve customers
Basic knowledge of ITIL
Basic understanding of Service Desk metrics/SLA's
Basic knowledge of Mobile device support

Additional Information:
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
We are currently only considering Canadian residents for this position.