Help Desk Analyst

2 weeks ago


Ottawa, Canada CONDOMINIUM MANAGEMENT GROUP Full time

Job Summary:
The Help Desk Analyst is responsible for providing technical assistance and support to end-users for computer systems, software, and hardware issues. They will respond to inquiries, diagnose, and resolve technical issues, and escalate problems as necessary. The Help Desk Analyst will deliver outstanding customer service and contribute to the overall efficiency of the organization's IT support services.

Core Competencies:

- Customer Service Orientation: Demonstrate excellent communication and interpersonal skills, providing friendly and professional assistance to end-users while maintaining a high level of customer satisfaction.
- Problem Solving: Exhibit analytical and critical thinking abilities to identify issues, assess root causes, and develop appropriate solutions in a timely manner.
- Time Management: Efficiently manage multiple tasks, prioritize workload, and meet deadlines while maintaining attention to detail and accuracy.
- Teamwork: Collaborate effectively with cross-functional teams, sharing knowledge and providing support to colleagues when needed.
- Adaptability: Demonstrate flexibility in handling changing priorities, working in a fast-paced environment, and quickly learning new technologies and procedures

Job Duties
- Troubleshoot problems: Diagnose and investigate reported problems, utilizing available resources and knowledge bases to identify root causes and propose appropriate solutions.
- Escalate issues: Escalate complex or unresolved problems to senior support staff or appropriate IT teams, providing comprehensive documentation of the issue and troubleshooting steps taken.
- Maintain records: Document all support interactions, including issues, solutions, and customer information, accurately and comprehensively in the help desk ticketing system.
- Update knowledge base: Contribute to the development and maintenance of the help desk knowledge base by creating and updating articles and documentation to facilitate self-help and improve efficiency.
- Identify trends: Analyze help desk ticket data to identify recurring issues, patterns, and potential improvements to enhance the overall support process.
- IT inventory management: Assist in maintaining an inventory of IT equipment, software licenses, and peripherals, ensuring accurate tracking and timely replenishment as needed.

**Requirements**:

- Bachelor's degree in computer science, information technology, or a related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are advantageous.
- Proven experience in a help desk or technical support role, preferably in a corporate environment.
- Proficient in Windows and macOS operating systems, Microsoft Office Suite, hardware troubleshooting, network connectivity, and remote desktop tools. Familiarity with ITIL principles is a plus.
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users effectively.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Prior experience delivering exceptional customer service and a genuine desire to assist end-users.
- Demonstrated ability to prioritize and manage multiple tasks while maintaining attention to detail and meeting deadlines.

Working Conditions
The Help Desk Analyst primarily works in an office environment, providing support remotely or in person. They may occasionally be required to lift and move computer equipment. The role typically operates during regular business hours, but some flexibility in working hours may be required to provide support during off-peak times or to accommodate urgent requests.

**Job Types**: Full-time, Permanent

**Salary**: $42,000.00-$500,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Tuition reimbursement
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- On call

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Ottawa, ON K1R 7V7: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 5 years (preferred)

Work Location: One location

Expected start date: 2023-06-19



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