Help Desk Analyst

2 months ago

Vancouver, Canada Fasken Full time

**Who We Are**

Fasken is a leading international business law and litigation firm, and was recently voted one of Canada’s Best Employers for 2023. Our firm’s 950 lawyers are located across offices in Vancouver, Surrey, Calgary, Toronto, Ottawa, Montréal, Québec City, London and Johannesburg And an office in the professional and retail district known as Taza (/Ta-Zah/) on Tsuut’ina lands. Providing strategic and thoughtful advice in all areas of business law, our broad range of clients include close to half of the Fortune 100 companies, as well as corporate clients, government agencies, regulatory authorities, non-profit bodies and individuals. Our clients interests are paramount in all that we do and we take pride in supporting our communities. We are a place where bright, talented, and collegial people want to work together and we work hard together to achieve our goals in a collaborative and efficient way.

**Your role**

The primary responsibility of the Help Desk Analyst is to support the Firm’s business users with first level support for their software and computer inquiries.

**A Day In The Life**

Responsibilities include, but are not limited to:

- Responding to requests for technical assistance
- Diagnosing and resolving first level technical hardware and software issues
- Escalating problems to second level support as required
- Tracking problems and requests and documents solutions
- Maintaining IT Knowledgebase
- Works on various IT projects as assigned
- Administrative tasks including asset management, data input and filing

**Must Haves**
- Fundamentals of Computer Systems: Understanding of hardware, software, and networking basics. Knowledge of computer components, operating systems (e.g., Windows, macOS, Linux), and basic networking concepts is essential
- Cybersecurity Basics: Knowledge of fundamental cybersecurity principles, practices, and tools. Understanding of virus and malware mitigation, user authentication, and data protection techniques
- Service Desk Software: Proficiency in using help desk ticketing systems. Experience with tools like Zendesk, ServiceNow, or Freshdesk can be beneficial.
- Windows: Knowledge of various versions of Windows OS, including installation, configuration, troubleshooting, and management.
- Microsoft Office Suite: Proficiency in Word, Excel, PowerPoint, Outlook, Teams and SharePoint for supporting office productivity and troubleshooting common issues.
- Ability to demonstrate confidence, patience and diplomacy in a demanding environment
- Completion or pursuit of a College or Technical Institute Diploma or Certificate in computing, or 3-5 years experience in equivalent computer field or related area an asset
- Legal of professional experience is an asset
- Continuous Learning: Commitment to continuous learning and staying updated with the latest technologies and solutions is necessary.
- Time Management: Ability to prioritize and manage multiple tasks and incidents effectively, ensuring timely resolution.
- Teamwork: Collaboration with other IT team members and departments is essential for resolving more complex issues.
- Documentation Skills: Proficient documentation skills to accurately track incidents, solutions, and interactions for future reference

**Customer Service and Communication**:

- Effective Communication: Excellent verbal and written communication skills. Ability to explain technical concepts in simple terms to non-technical users.
- Active Listening: Ability to listen to and understand the user's issues and concerns, showing empathy and patience.
- Problem-solving attitude: Approach to problem-solving that is customer-focused and aims to find the best and quickest solution to a user's issue.
- Patience and empathy: Understanding and patience with users, regardless of their technical proficiency. Empathy for users' frustrations and ability to remain calm under pressure.

**Why Work With Us**

Fasken is dedicated to rewarding your contributions and encouraging your professional development. We offer a comprehensive salary and benefits package that is very competitive, together with opportunities for personal and professional growth. Our benefits include:

- A health and wellness subsidy
- An annual education & tuition reimbursement
- Flexible medical and dental benefits (effective from day 1)
- Short term and long term disability insurance
- Personal days
- Employee & family assistance program
- Paid vacation and sick days
- Group retirement savings plan with matching contributions
- Monetary incentive for employee referrals
- Flexible working arrangements
- Opportunities to give back to your community through firm initiatives
- An engaging firm culture that celebrates our hardworking and dedicated people

**Diversity and Inclusion**

At Fasken we believe a diverse workplace comprises individuals with unique backgrounds, characteristics and qualities. An inclusive workplace creates an equitable environment where individuals are re

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