Helpdesk Analyst, Managed IT Services

3 weeks ago


Dartmouth, Canada MNP Full time

What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada’s largest consulting organizations, we’re so much more We’re also serious about technology.

Make an impact with MNP Digital as a **Helpdesk Analyst**. You will be an integral part of the team responsible for responding to clients technical concerns that come in to us from our client base while adhering to service level standards. The Service Desk Analyst will work Tier 1, 2, or 3 incidents and service requests to resolution or escalate as required.

At MNP Digital, our strength is our people. An investment in our people is an investment in our success. You will have the opportunity to learn from leaders in their fields, develop new skills, and cultivate new relationships to support your career goals. If you’re ready to take your career into your own hands, you’ve come to the right place.

**Responsibilities**
- Excel at providing remote customer service to multiple clients
- Resolution of computer hardware and software issues remotely
- Responding to clients’ issues and requests in a timely manner
- Creating tickets for new issues
- Following-up with clients on existing issues until resolved
- Adhering to internal policies and procedures
- Delivering superior customer service to our clients
- Provide support to fellow technicians
- Creating and updating client documentation
- Prompt and accurate submission of timesheets in accordance with corporate billing policies

**Skills and Experience**
- Minimum of 3 years professional IT experience, preferably in call center
environments
- A proven track record of outstanding customer service and communication skills
- An independent, self-managing work ethic with the ability to balance multiple priorities and deadlines
- Strong time management, attention to detail and troubleshooting skills
- An understanding of the importance of detailed time tracking and recording within a ticket system
- A relevant technical post-secondary diploma, IT related certifications or equivalent work experience
- A willingness to pursue and maintain IT related certifications
- Intermediate knowledge of Windows, Office Suite
- Basic knowledge of Windows Server
- Basic knowledge of Active Directory, GPO’s, NTFS and share permissions
- Basic knowledge of networking including DNS, DHCP and WINS
- Ability to work afterhours on evenings and weekends when required

More than a paycheque, MNP is proud to offer customized rewards for our team members. With a focus on health and wealth, we provide an extensive list of benefits that support our unique culture and foster work-life integration.



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