Jr. Helpdesk Analyst

3 weeks ago

Canada CAA Saskatchewan Full time

Want to work for one of Canada’s most trusted brands?
CAA Saskatchewan wants you

Our technology services department is looking for a Jr., Helpdesk Analyst to assist with Help Desk ticket triaging and handling. This includes receiving, prioritizing, documenting, and escalating end-user Help Desk requests to maintain SLA expectations. Documenting an incident request may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual contact the requester to gather further information on the incident.

This individual must have the ability to work autonomously and have a “get it done” attitude. When required they will have to perform research to troubleshoot issues that arise. They will be supported by the rest of the Technology Services team and will report directly to the Manager of Service Desk and Solutions. We are a small team and maintaining a positive team dynamic is a must. Regular working hours for this position is 8:30am – 5:00pm Monday to Friday part-time, with a maximum of 15 hours per week.

This role will begin as a four-month term, with the opportunity of extension based on performance. The position will be fully remote, candidates will be provided with equipment, but must have a stable internet connection.

Key job responsibilities and duties include:

  • Provide first contact support of incoming requests to the service desk ticketing system, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
  • Build rapport and elicit problem details from service desk customers.
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs.
  • Escalate incidents with accurate documentation to suitable technician, when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Alert management to emerging trends in incidents.
  • Develop help sheets and FAQ lists for end users.
  • Contribute to technician knowledgebase as needed.
  • Reinforce SLAs to manage end-user expectations.
  • Provide suggestions for continual improvement.

Requirements to apply for this position include:

  • Enrollment in College diploma or university degree in the field of computer science.
  • Knowledge of basic computer hardware, including workstations, monitors, headsets and other peripherals.
  • Experience with desktop operating systems, including Windows 10 & 11.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
  • Quite environment when contacting end users.
  • Stable high-speed internet connection.

Working Conditions include:

  • Maximum 15 hours per week, between the hours of M-F 8:30am – 5:00pm.
  • Approximately 3 hours per day, based on availability.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

If you are interested in this career opportunity, please email your resume to careers@caask.ca by May 13, 2024.

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