Toronto Helpdesk Analyst Tier 1

Keeran Networks; Old Toronto; On-site; CAD 50,000 - 65,000; Full time

Job summary

An innovative firm is seeking a Help Desk Analyst to provide exceptional technical support to clients. In this role, you will tackle complex issues, ensuring client satisfaction while expanding your own knowledge base. You'll engage in a variety of tasks, from responding to support requests to performing on-site visits for resolution. This position offers a supportive environment where your growth and development are prioritized, alongside a transparent leadership team. If you are passionate about technology and client service, this is the perfect opportunity to make a significant impact in a dynamic setting.

Benefits

Overtime Pay

Growth and Development Commitment

Transparent Leadership

Platform for Ideas and Concerns

Qualifications

• Post-secondary education in IT or equivalent is required.
• Experience with Windows desktop and server support is essential.

Responsibilities

• Provide technical support and guidance to clients in various environments.
• Analyze and diagnose client issues, implementing effective solutions.

Skills

Technical Support

Client Communication

Problem Diagnosis

Windows Desktop Support

Networking

Time Management

Interpersonal Skills

Education

Post-secondary education with an IT focus

Tools

Knowledge Database

Hardware Support Tools

Job description

Help Desk Analyst:

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 Service Manager, 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:

1. 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.
2. Analyzing situations, diagnosing problems, while developing and implementing solutions within narrow timelines.
3. Provide complete support for client environments including hardware, operating systems, line of business applications, and network equipment.
4. Focused on completion of ticket volume in a short time frame with client success in mind.
5. Client site visits to resolve issues that couldn’t be fixed remotely.
6. Use, update and contribute learning content to the internal knowledge database.

Your resume should outline the following:

1. Post-secondary education with an IT focus or equivalent.
2. Previous experience working with a managed service provider would be an asset.
3. Experience working with Windows desktop, server support, and networking.
4. Investment in further knowledge and education through any further certifications.
5. 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:

1. How you express your technical knowledge and articulate IT issues that you have been able to solve.
2. Exceptional interpersonal skills: how you relate with others even when you’re under the pressure of an interview.
3. 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.
4. 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 Networks:

1. A dedicated and transparent leadership team.
2. Commitment to your growth and development.
3. Tier 1 experience (0-2 years of previous help desk experience): $50,000 to $65,000 base.
4. Overtime pay!
5. A platform to voice your ideas and your concerns.

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.