Help Desk Analyst
1 month ago
**DUTIES & RESPONSIBILITIES**
- Resolve requests, questions and concerns frequently requiring analysis of situations to determine best use of resources
- Anticipate potential challenges and work with the HARTs team to find solutions
- Follow daily procedures for working with the programmers to ensure that all inquiries are addressed immediately
- Process user data entry errors to the programmers ensuring that clear information is documented
- Respond to suggestions, concerns utilizing outlined Helpdesk support procedures
- Prepare training materials and equipment for the Trainers for all training sessions or other meetings as required
- Assist in planning training sessions.
- Compile monthly reports regarding helpdesk tasks completed, outlining the average calls, user concerns and updates for programming suggestions
- Participate in testing the functionality of new features
- Document and share all test cases and test results with the team
- Create, update and maintain statistical reports for all stakeholders where needed.
- Ensure the project tasks are maintained in a timely manner
- Any other duties as required
**QUALIFICATIONS**
- Minimum Post-Secondary Education or equivalent job experience
- Current knowledge and experience with MS Office Product Suite (EXCEL a must)
- Previous customer service experience within a helpdesk/support environment is required
- Excellent verbal/phone communication skills and telephone etiquette
- Excellent writing skills; ability to listen, learn and report on activities
- Comprehensive knowledge of the LINC or ESL programs an asset
- Knowledge of the CLARS protocols is an asset
- Excellent judgement and problem-solving skills, and the ability to multi-task
- Working knowledge of, and experience with, a variety of technology platforms
- High level of interpersonal skills, ability to be creative, flexible, persuasive and work co-operatively with diverse stakeholder groups
- Willingness to travel if needed
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