Help Desk Analyst

4 days ago

Montréal, Canada Rodeo FX Full time

Company Description

Artist-driven company by nature, it’s our mission to give talented artists the freedom and resources they need to deliver quality work and to thrive in a fun and creative environment.

**Job Description**:
The Help Desk Analyst provides the first line support of the Service Desk, ensuring all tickets are dispatched to the appropriate person, following up with service desk clients on the status of work, and by creating and maintaining a knowledge base to provide users with tools to answer a variety of requests;
**Main responsibilities**:

- Open service desk tickets and log all incoming requests. Document and complete detailed service requests in the system;
- Provide first line diagnostics and resolve basic end-user requests for software, pipeline and operating system related issues;
- Document internal procedures to improve the knowledge base for users;
- Ensure follow-up between the service desk clients and Service Desk Technicians as to the status of requests and timelines;
- Escalate problems or issues to the Service Desk Team Lead, where appropriate;
- Keep the Service Desk Team Lead Lead and the Head of IT informed of the status of work, issues to be resolved, ramifications of problems encountered and recommend potential solutions;
- Ensure that requests are completed on a timely basis and that any deadlines are met, advising the lead promptly if delays could be expected.
- Collaborate with the development team members on occasion to apprise the IT support team of changes within the pipeline and remediations where necessary;
- Updating and tracking our inventory for onboarding/offboarding purpose
- Onboarding/offboarding customer support and feedback gathering;

**Qualifications**:

- Minimum one year of experience in a similar position, in a corporate environment;
- Exceptional experience in a customer service role;
- inventory platform management experience;
- International shipping packaging and knowledge;
- Knowledge of English and French - should be fluent in one of these languages, functional in the other;
- Strong aptitude for technical learning;
- Able to communicate solutions to issues in a clear and concise manner, both verbally and in writing;
- Excellent sense of prioritization and problem solving skills;
Additional Information
- Full-time, Permanent Contract;
- 5 paid sick days;
- 2 additional statutory holidays in the winter holidays;
- Group Insurance, access to Dialogue online support and to an Employee Assistance Program (EAP);
- RRSP with employer contribution;
- Discounts with Bixi, Nautilus Plus and many more local businesses.
- Diversity is a core value at Rodeo FX. We are passionate about building and sustaining an inclusive and equitable work environment where diversity is celebrated and valued. We believe every member on our team enriches our work by exposing us to a broad range of ways to perceive and interact with the world, identify challenges, and to design and deliver projects._

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