IT Help Desk Analyst
1 week ago
Due to the current Covid-19 situation, this is temporarily working **from home and will require a working PC with Windows 8 or higher as well as a high-speed internet connection of at least 25 MB/s. As situations change this will become an in-office role.**
**Essential duties and responsibilities include, but are not limited to**:
**Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.**
**Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with frontlineMS script, spelling, grammatical, and related guidelines);**
**Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;**
**Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;**
**Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);**
**Escalate unresolved issues to Team Leads.**
**Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.**
**Minimum requirements include**:
**Excellent analytical, problem-solving and communication (verbal and written) skills.**
**Ability to work with mínimal supervision and demonstrate appropriate initiative when making decisions**
**Excellent time-management, organizational, and communication skills**
**Accuracy and the ability to handle a high volume of work efficiently are essential to this position**
**Strong customer service focus, with the ability to work professionally in a call-center environment (remaining calm and professional with difficult and/or technically-inexperienced requesters)**
**Professional, accountable, and resourceful “team player” mindset**
**Bilingual French and English a plus (additional compensation potentially available)**
Positions are full-time. Benefits offered with the position include: medical, dental, short term disability, paid holidays, and paid time off. frontlineMS is an Equal Opportunity Employer dedicated to workforce diversity.
Pay rate C$ 37,000/Year
**Job Types**: Full-time, Permanent
Pay: $37,000.00 per year
**Benefits**:
- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Vision care
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Toronto, ON: reliably commute or plan to relocate before starting work (required)
Application question(s):
- The starting salary for this role is $37,000 Canadian dollars a year. Is this pay rate acceptable?
- What is your availability to start a new position after an offer is made (immediate, two weeks, specific date, etc)?
**Experience**:
- Windows: 1 year (preferred)
**Language**:
- French (preferred)
- English (required)
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