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Service Desk Analyst

5 months ago

Toronto, Canada Themesoft Inc. Full time

Position: Service Desk Analyst (System Engineer/Senior System Engineer) - French Bilingual

Location: Toronto - Remote


Required Skills:

1. Service Desk

2. Customer Service Skills

3. Technical Helpdesk


Roles & Responsibilities:

1. Responds to user questions and inquiries via telephone, email, web and other communication methods

2. Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.

3. Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software

4. Provides professional, courteous, prompt and accurate support and solutions to users. enterprise system software

5. Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.

6. Properly documents problem ticket into on-line Help Desk System.

7. Assists other IT technical staff in providing users feedbacks and user statistics.

8. Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.

9. Updates Help Desk database information.

10. Follows up and communicates ticket information to users when appropriate.

11. Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.

12. Assists with desktop and laptop imagining and installation as needed.

13. Assists in the operations of enterprise systems as needed

14. Create and updates user accounts creation as needed

15. Follows help desk and departmental guidelines and operating procedures.

16. Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge.


Technical Skill:

1. Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, Apple, Google, etc.)

2. Very good knowledge on VPN concepts and working experience in VPN troubleshooting

3. Working experience in Internet troubleshooting and wireless routers

4. Knowledge on active directory, domain controllers and good exposure to active directory concepts

5. Working experience in password reset tools and self

6. Troubleshooting experience using remote control tools (example: Bomgar, LogMeIn, TeamViewer)

7. Trouble shooting skills and experience in handling Exchange (Outlook)/Lotus Notes environment


Management Skills:

1. Skills in written and verbal communication.

2. Skills in managing multi-vendor environment and ability to work with various resolver groups in driving the speedy resolution


Mandatory Skills:

1. Knowledge of principles and operations of computer systems and related peripheral equipment

2. Ability to analyze and troubleshoot users problems via the telephone

3. Ability to maintain knowledge of current technology and able to learn new technology

4. Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone

5. Ability to understand and respond to user questions in an effective and courteous manner

6. Ability to convey technical procedures and directions in layman’s terms

7. Proficiency with operating systems, including Windows and MacIntosh’s operating systems

8. Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems.

9. Possess advanced knowledge and understanding of networking and personal computer hardware

10. Good knowledge on VPN concepts and troubleshooting VPN connections

11. Knowledge on Virtual Machines / Citrix

12. Knowledge/exposure on ticketing tools like Remedy, ServiceNow

13. Knowledge on active directory, domain controllers etc. and exposure to password reset tools

14. Troubleshooting experience using remote control tools like Bomgar


Regards

Patrick Fernandez

Talent Acquisition Group - Strategic Recruitment Manager