Position Overview
The IT Support Analyst is responsible for providing efficient user support and customer service by troubleshooting problems on company supported computer applications and platforms.
This is an existing vacancy.
Duties and Responsibilities
• Respond to requests for technical assistance in person, phone and electronically (VNC Remote Connection)
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions via the ticket management system
• Administer help desk and corporate software
• Escalate problems to appropriate resources where necessary
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Stay current with system information, changes and updates
• Exchange server, Active directory, SharePoint, Cisco Call manager
Qualifications
• Oral and written communication skills; fully bilingual (French) would be an asset
• Ability to learn new skills
• Customer service oriented
• Problem analysis and solving
• Adaptable and great attention to detail
• Ability to prioritize the incoming tickets and calls from users
• Attention to detail
• Thrives in a fast paced environment
• Working knowledge of fundamental operations of relevant software, hardware and other equipment. Microsoft Office Suite, Microsoft Exchange, Active Directory, SharePoint, Cisco Call manager
• Knowledge of relevant call tracking applications Like ManageEngine Service Desk
• Knowledge and experience of customer service practices
Education
• Knowledge of SharePoint, Active Directory, Exchange, ManageEngine Service Desk and Cisco Telephony
• Relevant certifications such as MCSA, MCSE, MCITP, MCP or A+
• 3 to 5 years experience working on a Help Desk
LI-Hybrid
