service desk analyst

    • Work Term: Permanent
    • Work Language: Bilingual
    • Hours: 37.5 to 40 hours per week
    • Education: Bachelor’s degree
    • Experience: Experience an asset
    • or equivalent experience

Work setting

    • Help desk

Tasks

    • Respond to users experiencing difficulties with computer
    • Consult user guides, technical manuals and other documents to research and implement solutions
    • Provide advice and training to users in response to identified difficulties
    • Collect, organize and maintain a problems and solutions log for use by other technical support analysts
    • Provide business systems, network and Internet support to users in response to identified difficulties
    • Provide customer service
    • Manage incidents

Supervision

    • No supervision responsibility

Computer and technology knowledge

    • BMC Remedy
    • Device drivers
    • Networking hardware
    • Desktop applications
    • Mail server software
    • Communication software
    • MS Office
    • MS Windows
    • TCP/IP
    • Wireless networks

Type of experience

    • Call centre

Personal suitability

    • Accurate
    • Client focus
    • Efficient interpersonal skills
    • Excellent oral communication
    • Excellent written communication
    • Initiative
    • Judgement
    • Organized
    • Team player
    • Ability to multitask
    • Time management
    • Honesty

Screening questions

    • Are you available for shift or on-call work?
    • Are you available for the advertised start date?
    • Are you currently legally able to work in Canada?
    • Are you willing to relocate for this position?
    • Do you currently reside in proximity to the advertised location?
    • Do you have previous experience in this field of employment?

Other benefits

  • Free parking available
  • On-site amenities
  • Other benefits
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