Help Desk Analyst

Keeran Networks; Toronto; On-site; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Overtime pay

Platform to voice ideas

Job summary

Keeran Networks in Toronto is seeking a Help Desk Analyst to join a collaborative team. You will provide technical support across hardware, software, and networking, helping clients resolve issues quickly and professionally.

Reporting to the Team Lead, you’ll handle ticketing, assist on-site visits, and contribute to a growing knowledge base while developing your communication and diagnostic skills in a diverse, respectful environment.

Qualifications

• Post-secondary IT education or equivalent.
• Experience with a managed service provider desirable.
• Experience with Windows desktop and networking.
• Interest in certifications to grow knowledge.
• Experience with business networks – end-user support, security, backup and recovery.

Responsibilities

• Respond to client support issues by phone or in person to identify solutions.
• Diagnose and resolve issues within tight timelines.
• Support client environments including hardware, operating systems, line of business applications and network equipment.
• Focus 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.
• Update and contribute to the internal knowledge base.

Skills

Windows desktop

Windows server

Networking

Problem solving

Customer service

Education

Post-secondary IT focus or equivalent

Job description

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)
• Overtime pay!
• A platform to voice your ideas and your concerns