Service Desk Analyst/Helpdesk support

Employer Industry: Information Technology Services

Why consider this job opportunity:

1. Opportunity for remote work flexibility within the Greater Toronto Area
2. Chance to develop troubleshooting skills and gain hands-on experience in IT support
3. Supportive work environment with a focus on teamwork and customer service
4. Exposure to a variety of technologies, including VPNs, Office365, and remote control tools
5. Work in a dynamic 24x7 environment, enhancing adaptability and responsiveness

What to Expect (Job Responsibilities):

1. Handle end-user calls, chats, emails, and web tickets for IT support
2. Provide first-level resolutions and escalate tickets to the appropriate support group as needed
3. Create, categorize, and prioritize tickets for efficient incident management
4. Ensure incident resolution and ticket closure in a timely manner
5. Maintain effective communication with customers throughout the support process

What is Required (Qualifications):

1. Excellent English communication skills and prior customer management experience
2. Strong knowledge of operations and service delivery, with the ability to manage critical situations
3. Willingness to work in a 24x7 environment
4. Basic understanding of computers and troubleshooting skills
5. Ability to multitask effectively while handling calls, documentation, and chat support

How to Stand Out (Preferred Qualifications):

1. Experience with troubleshooting desktop and shrink-wrapped applications (e.g., MS Office, Adobe)
2. Familiarity with VPN concepts and troubleshooting connections
3. Knowledge of ticketing tools such as Remedy or ServiceNow
4. Understanding of desktop and mobile applications, computer networking, and internet protocols
5. Experience with Exchange (Outlook) and Lotus Notes environments