Help Desk Analyst

Progression3; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a Help Desk Analyst to provide exceptional IT support remotely in Canada. This role involves managing incidents and service requests, ensuring a seamless customer experience through effective communication and problem-solving. The ideal candidate will possess strong phone support skills and a solid background in IT support, ready to tackle complex issues with professionalism and efficiency. Join a dynamic team dedicated to enhancing customer satisfaction and driving continuous improvement in IT services. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• Experience with ticketing systems and managing ticket queues.
• Strong background in IT support or service desk roles.

Responsibilities

• Act as the single point of contact for all incidents and service requests.
• Troubleshoot and resolve complex hardware and software issues.

Skills

Ticketing systems

IT Support experience

Phone support skills

Clear communication

Job description

Progression3 is in search of a Help Desk Analyst.

Location: remote in Canada

Requirements

• Experience with ticketing systems and managing ticket queues
• Experience within an IT Support or Service Desk position
• Excellent phone support skills and clear communication

Specific Responsibilities

• Ensure end-to-end customer experience and act as the single point of contact for all incidents and service requests via phone, email or other mediums
• Perform initial assessment, troubleshooting, diagnosis and triaging of all incidents
• Troubleshoot and resolve complex hardware, software, laptop, printers and smartphones
• Record, track and document the service desk or incident request, including all successful and unsuccessful decisions made and actions taken to final resolution
• Take ownership of all incidents and service requests until fully resolved
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Escalation to appropriate IT infrastructure and application groups when required
• Perform post-resolution follow-ups on all incidents
• Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology
• Industries: IT Services and IT Consulting