Technical Helpdesk Analyst L2

Panasonic; Niagara-on-the-Lake; On-site; CAD 50,000 - 70,000; Full time

Job summary

Panasonic Canada is seeking a Technical Helpdesk Analyst-Level 2 to oversee daily operations of junior staff, respond to escalations, and provide support. This full-time role is based in Niagara-on-the-Lake and requires a blend of technical knowledge and strong communication skills to ensure efficient service delivery.

Benefits

Comprehensive Medical and Dental Coverage

Deferred Profit-Sharing Plan

Group Retirement Savings Plan

Education Assistance Program

Employee Purchase Program

Qualifications

• 3-5 years of helpdesk experience.
• Proficient in Microsoft Office, particularly Excel, Word, and Outlook.
• Experience in escalation from Level 1 support.

Responsibilities

• Monitor agent productivity and service levels using Salesforce.
• Assist agents via phone and email, develop training materials.
• Collaborate with departments for escalation management.

Skills

Problem-solving

Analytical skills

Interpersonal skills

Communication skills

Bilingual (English and French)

Education

High school diploma

A+ certification or equivalent

Tools

Microsoft Office

Job description

Panasonic Canada, with over 100 years of commitment to enhancing well-being, is a leading technology provider serving businesses, government agencies, and consumers. Our solutions focus on Living Spaces, Immersive Entertainment, Sustainable Energy, Automated Supply Chains, and Connected Solutions, aiming to enrich lives and promote sustainability. Recognized as one of Greater Toronto’s Top Employers for 2020, 2021, and 2022, we invite you to join our journey.

What Panasonic Canada Inc. Offers

• Comprehensive Medical and Dental Coverage with a Health Spending Account
• Deferred Profit-Sharing Plan (DPS)
• Group Retirement Savings Plan (RSP)
• Education Assistance Program / Tuition Reimbursement
• Employee Purchase Program
• Employee & Family Assistance Program (EFAP)
• Competitive Rates on Home and Auto Insurance
• Employee Volunteer Program – Paid Time Off for Volunteer Days

Panasonic Canada Inc. Hybrid Work Model

We support a flexible hybrid work model, allowing employees to work in-office and remotely based on business needs. During the initial 6-month training period, office presence is required at our Niagara-on-the-Lake location.

Technical Helpdesk Analyst-Level 2

This role supervises daily operations of junior team members, monitors SL via wallboard, and ensures timely call handling. Responsibilities include responding to emails from vendor management and support teams, acting as a senior consultant for escalations, and providing frontline support when needed. The position is full-time, based at our Niagara-on-the-Lake office.

Key Responsibilities

1. KPI Supervision: Monitor agent productivity and service levels, manage queues in Salesforce, assign projects, and handle escalations.
2. Escalation Management: Collaborate with other departments, refer customers to resources, escalate issues appropriately, and participate in root cause analysis.
3. Agent Support: Assist agents via phone and email, develop training materials, and contribute to performance evaluations.
4. Team Collaboration: Participate in meetings, suggest improvements, and liaise with management and technical staff.
5. Email Support: Address vendor and agent inquiries promptly.

The Successful Candidate Will Have:

• High school diploma with 3-5 years of helpdesk experience.
• A+ certification or equivalent preferred.
• Experience supporting escalations from Level 1 support.
• Proficiency in Microsoft Office, especially Excel, Word, and Outlook.
• Strong problem-solving and analytical skills.
• Excellent interpersonal and communication skills.
• Bilingual in English and French is preferred.