Helpdesk Support

Mindlance; South Glengarry; On-site; CAD 40,000 - 55,000; Full time

Job summary

A technology services company in Ontario is seeking a Help Desk Support I to manage incoming calls and resolve technical issues. The ideal candidate will have at least two years of experience in a similar role and possess strong customer service and communication skills. Responsibilities include troubleshooting user problems and ensuring timely follow-ups to guarantee user satisfaction. This position offers an opportunity to work in a dynamic environment focused on service excellence.

Qualifications

• At least 2 years of experience in Help Desk support or related field.
• Strong customer service and communication skills.
• Ability to manage multiple tasks under pressure.

Responsibilities

• Answer and log Helpdesk calls in the Incident Management application.
• Create trouble tickets from Helpdesk email and monitor Self Service requests.
• Resolve calls remotely when possible and triage tickets.

Skills

Customer service skills

Technical skills

Analytical skills

Organizational skills

Job description

Job Summary

Primary responsibilities include responding to incoming calls for help from all computer users in the organization; analyzing calls to understand the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application to ensure solutions are arrived at in a timely manner; and following up with users to ensure satisfaction with the quality and timeliness of service provided. Responsibilities also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business-critical systems and applications. This position requires a technical aptitude, experience with a wide range of PC and network-based information systems and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources. Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.T. staff and vendors. The job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.T. functions. The Help Desk Support I incumbent will provide and promote superior customer service at all times.

Job Responsibilities

• Answers all Helpdesk calls and logs the call completely into an Incident Management application.
• Ninety (90) percent of the workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.
• Ensures customer contact information is current in the Incident Management application.
• Provides answers to simple frequently asked questions.
• Updates and maintains the knowledgebase as needed.
• Analyzes and resolves calls remotely if possible.
• Triages the call, gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.
• Managers the problem/request by escalating according to procedure, following up with support staff, logging the resolution, confirming customer satisfaction and closing the call.
• Receives calls or requests, logs, resolves, escalates and closes calls or service requests meeting departmental guidelines.
• Monitors Helpdesk email hourly as defined in departmental policies and procedures.
• Monitors Helpdesk voicemail hourly as defined in departmental policies and procedures.
• Recommends and participates in the implementation of changes to policies, procedures, protocols and PC standards as needed to improve efficiency and cost effectiveness of PC operation within the organization.
• Manages end-user desktop remotely.
• Maintains asset management database according to department policy for all I.T. maintained hardware.
• Assists with change practices for desktop software and hardware including evaluation, testing and implementation of new or upgraded software and hardware.
• Performs occasional field work in the end-user community for common maintenance such as replacing phone cords, clearing printer errors, disconnecting/reconnecting equipment, etc.
• Performs other duties as required.

Required Skills & Experience

• At least two (2) years of experience working on PCs, networking, Computer Operations or Help Desk support.
• Proven customer service skills with demonstrated ability in these areas.
• Strong customer service, technical, analytical and organizational skills.
• Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner.
• Demonstrates the True North values: Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.
• Demonstrates a commitment to service excellence including professionalism, customer focus, compassion, strong listening skills and a warm demeanor.
• Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others.
• Open to learning new things and collaborating in a team environment.
• Proven track record of understanding the healthcare environment's unique complexities and challenges.
• Able to communicate effectively both in writing and verbally with all organization employees and outside vendors while promoting superior customer service.
• Must present a professional image at all times.
• Demonstrates performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.
• Ability to work under pressure with speed and accuracy.

EEO Statement

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.