Help Desk Analyst

3 weeks ago


Canada Russell A. Farrow Limited Full time

Thursday, February 29, 2024

Farrow is a diversified, family-owned business that facilitates international trade by executing comprehensive customs brokerage and integrated logistics solutions. We provide our clients peace of mind with our customs brokerage, shipping, and freight-forwarding capabilities for Canada and the United States.

Farrow Prides itself on providing exceptional customs service with a true focus on trade compliance. It is our passion for personalized care that has led to Farrow being in business for over 100 years and has allowed us to constantly expand with 29 locations across North America and we're still growing We're real people, family-owned and dedicated to our employees with a history of reinvesting in them. This commitment and dedication are why many of our employees have been with us longer than 20 years and why we have been recognized as one of Canada's Best Managed Companies for 10 consecutive years.

Position Summary

This person is primarily responsible for providing telephone technical support to the RAF user community. In addition, the help desk analyst completes system operator and administrative functions. Documentation and training for Helpdesk staff expedites the resolution of recurring problems. When required by scheduling or call volumes, this staff member performs call center actions such as call logging, tracking and closing. Calls are passed to an appropriate staff member for onsite service or second –level support when required.

Note: this is a 6 month contract position

  • Provide first level user support for AS/400 systems and applications
  • Provide first level support for hardware – terminals, printers, monitors, etc.
  • Provide first level support for PC systems and applications
  • Take part in on call back up responsibilities
  • Setup new employees and make minor changes to users in Active Directory
  • Receive and log incoming calls (phone and e-mail)
  • Close completed support calls
  • Act as a liaison between users and technical staff (providing call status, communicating concerns, etc.)
  • Notify users of scheduled and unscheduled system/network outages
  • Provide regular updates to users in the event of prolonged unplanned outages
  • Monitor calls and tickets to ensure timely resolutions
  • Setup/Change users for TradeSmartConnect
  • Create documentation for new procedures, polices, and instructions

Education and Experience

  • College diploma in Information Technology or 2 years work equivalent work experience
  • Excellent attention to detail, able to perform analysis and make recommendations
  • Strong Interpersonal skills, able to work independently as well as part of a team, as needed
  • Strong communication skills, able to tailor communications, both verbal and written
  • Excellent problem solving skills
  • Experience with computer applications

Working Conditions, Mental Effort & Physical Requirements

  • Must work under deadlines and related stresses in a timely and efficient manner
  • Must be able to professionally handle various personnel and other situations as they arise
  • Ability to sit for extended periods of time
  • Ability to focus on computer screen for long periods of time
Farrow is an equal opportunity employer, committed to diversity and inclusion. Accommodations for job applicants with disabilities are available on request.
  • 106 Earl Thompson Rd, Ayr, ON N0B 1E0, Canada
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