Help Desk Administrator

6 months ago

London, Canada Glen Dimplex Americas Full time

About Us

Focused on leading the transition to a sustainable future, Glen Dimplex Americas is enhancing the moments that matter in life with a commitment to delivering the best design and efficiency in the areas of temperature control and comfort creation. With operation throughout North America the success of the Glen Dimplex Americas organization is a testament to the strength of our people and investment in innovation and technology.
Our portfolio of industry recognized brands includes Dimplex, Cadet and Faber. Together these brands provide complete product offerings in the residential and commercial comfort categories, ranging from electric heaters, to fireplaces and controls.

Glen Dimplex Americas is a division of the Glen Dimplex Group - the world's largest manufacturer of electrical heating, which holds significant global market positions in domestic appliances, heating, cooling, ventilation, and renewable energy solutions. Headquartered in Dublin, Ireland the Glen Dimplex Group privately owns over 40 brands with operations in 80 countries.

The Opportunity
Reporting to the I.T. Business Relationship Manager, you will be located on-site at our London Plant. The Helpdesk Administrator is the first point of contact, providing support to end users related to computer software and/or hardware. The Helpdesk Administrator provides basic troubleshooting and support, administers system and network access, and deploys computer equipment.
This is an entry level role that we want to work on to grow into server/network administration over time.
The position is a permanent on-site position in line with our manufacturing hours of 6:30am to 3:00pm, Monday to Friday.
- Rapid response to plant hardware/software issues halting/slowing manufacturing processes
- Acts as a first point of contact and provides basic technical support for end users inquiries related to computer hardware, software and telephone systems
- Troubleshoots routine issues in accordance with protocols and procedures
- Consults technical manuals, supplier documentation, and conducts basic diagnostics as needed
- Deploys computer equipment for staff use, ensuring the proper installation and configuration of all components and software in accordance with established procedures and instructions
- Identifies and escalates issues to senior IT staff and vendors as appropriate
- Provides excellent service by performing work in a professional, courteous and timely manner
- Uses Helpdesk ticketing system and maintains accurate and complete records
- Maintains an inventory of IT equipment assigned to employees.
- Maintains an inventory of all software installed on PCs and laptops.
- Monitors performance of back-ups and server-based batch processes.
- Administers system and network access rights and user accounts in accordance with network and security protocols and procedures
- Provides coaching on the basic use of computer hardware and/or software
- Collaborates with other IT staff on assigned projects and issues as required
- Represents Dimplex in a professional manner and treats all work related contacts with respect and courtesy
- Works in collaboration with other staff in a team approach to service delivery
- Participates in IT projects as required

What You Need
- Completed a post-secondary Computer Science program with a focus on computer systems technology, network administration, or a related discipline
- Customer-focused mentality; demonstrated customer service skills providing prompt and courteous support
- Responsible, quick learning, motivated and proactive
- Takes initiative and can work independently with a strong teamwork philosophy and approach
- Possesses a high level of attention to detail combined with excellent follow-up skills
- Excellent interpersonal and communication skills (both verbal and written) allowing for the explanation of technical matters to non-technical users in a manner which addresses their needs
- Ability to communicate effectively at all levels within the organization
- Excellent organizational skills including strong time management, prioritization, and the ability to manage multiple priorities
- A vertical skillset that encompasses problem identification, analysis, solution definition, results, and communication
- Strong experience using Microsoft Windows and Office products (Word, Excel, Outlook)
- Must be willing to adhere to company health and safety measures

**Desired Skills**:

- Knowledge of:

- Dell PCs and Laptops together with HP Printers
- Cisco switches
- Ubiquiti Wi-Fi solution
- Veeam backup solution manager
- SAP S4 Hana/Fiori
- Cloud based Cisco telephone system
- Zendesk customer support software
- Tanium endpoint management software

What We Offer
Core Total Rewards
- Fully funded Group Benefits (medical, dental, vision, life insurance, dependent life, AD&D, short term disability, & long term disability)
- Group RRSP with 100% Employer Match up to 4%
- Portable Benefits, Consult +, and Telus Pharma

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