Help Desk Analyst

Keeran Networks; Toronto; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Transparent leadership

Growth and development opportunities

Voice your ideas

Job summary

Keeran Networks in Toronto is seeking a Help Desk Analyst to provide technical support across applications, hardware and software. Reporting to the Team Lead, you’ll grow your communication skills while closing tickets and expanding the knowledge base across diverse industries.

You will address client issues, analyze problems, and implement timely solutions in a fast-paced environment, with a focus on client satisfaction and teamwork.

Qualifications

• Post-secondary education with an IT focus or equivalent.
• Experience with Windows desktop, server support and networking is preferred.
• Pursuit of further IT certifications is encouraged.
• Experience with end-user support, security, backup and recovery, disaster recovery, desktop, and software version management.

Responsibilities

• Respond to client support issues via telephone or in person to identify solutions.
• Diagnose problems and develop solutions within tight timelines.
• Provide complete support for client environments including hardware, operating systems, and network equipment.
• Aim for ticket resolution quickly while ensuring client success.
• Visit client sites to resolve issues not solvable remotely.
• Contribute to the internal knowledge base with learnings.

Skills

Customer service

Technical support

Communication skills

Time management

Organizational skills

Education

IT-focused post-secondary education

Tools

Windows OS

Server support

Networking equipment

Job description

Commitment to Diversity, Inclusion and Equality:

Keeran Networks is committed to creating an employment opportunity that begins with inclusion, diversity, and equity. We welcome individuals from all backgrounds to apply including: of any race, ancestry, place of origin, colour, ethnic origin, ability, citizenship, creed, sex, sexuality, sexual orientation, gender identity, gender expression, same sex partnership, age, marital status, family status, immigration status, receipt of public assistance, history of mental health issues, health status, political affiliation, learning difference, level of literacy, accent, first language, body type, physical appearance and abilities, stature or socio-economic status.

Help Desk Analyst - Toronto

You are looking for an opportunity to demonstrate your innate abilities as a Help Desk Analyst. Perhaps, you are ready for your next challenge, addressing more complex issues and problems. You pride yourself on figuring out the impossible. And you also want a team that you can work hand in hand with, adding to a diverse culture built on respect.

Reporting to the Team Lead, you will provide technical support, advice, and guidance to Keeran clients in their applications, hardware, software, and other related computing systems. You will look to be growing your skills as a communicator and feel accomplished closing tickets, ensuring clients are happy and growing your knowledge base with exposure to many industries.

Your day-to-day responsibilities may include:

• Responding to a variety of client support issues or vendor support, via telephone or in person at their locations, to identify issues and offer solutions in a friendly and efficient manner
• Analyzing situations, diagnosing problems, while developing and implementing solutions within narrow timelines
• Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment
• Focused on completion of ticket volume in short time frame with client success in mind
• Client site visits to resolve issues that couldn't be fixed remotely
• Use, update and contribute learning content to the internal knowledge database

Your resume should outline the following:

• Post-secondary education with an IT focus or equivalent
• Previous experience working with a managed service provider would be an asset
• Experience working with Windows desktop, server support and networking
• Investment in further knowledge and education through any further certifications
• Experience with all aspects of business networks - end-user support, security, backup and recovery, disaster recovery, desktop, and software version management

During the interview process, we will be looking for:

• How you express your technical knowledge and articulate IT issues that you have been able to solve
• Exceptional interpersonal skills: how you relate with others even when you're under the pressure of an interview
• Examples of how you manage multiple projects at a time taking into consideration time management and organizational skills. Working for a managed service provider means being able to prioritize tasks with minimal supervision
• Examples of how you've gone above and beyond for your client group (whether in house or as a consultant in the past)

Why Keeran:

• A dedicated and transparent leadership team
• Commitment to your growth and development
• Tier 1 experience (0-2 years of previous help desk experience)
• Tier 2 experience (2-4 years of previous help desk experience)
• A platform to voice your ideas and your concerns