Help Desk Analyst

2 weeks ago


Ontario, Canada Zycom Technology Full time

*Contract Role - Minimum 6 Months*

We are looking for an experienced Service Desk Analyst (Bilingual) who is a creative problem solver focused on providing exceptional, customer service and is able to work in a team environment

What you can become: An indispensable team member who will the opportunity to learn new technologies and take on new responsibilities to support our clients.

Job Responsibilities
- Perform remote diagnosis and troubleshoot desktop problems for end-users.
- Generate, monitor, update and close service tickets for end-user issues
- Work together with staff to develop best practices to solve client issues effectively and efficiently.
- Collaborate with operations team to ensure efficient functioning of the client’s computing environment.
- Assist in developing long-term strategies and capacity planning for meeting future IT needs.
- Continued learning with latest technologies
- Required to travel - 15%

Education and Experience
- Degree/Diploma in Information Technology
- Minimum 3 years overall work experience in a similar type role.
- Excellent verbal and written communication skills (English and French)
- Experienced using ticketing systems
- Experienced using monitoring and management systems

Knowledge, Skills and Ability
- Active Directory/Azure AD
- Microsoft Office 365 Administration
- LAN and WAN infrastructure administration and troubleshooting
- Desktop and Server Hardware (Compute, Storage, Network, etc.) troubleshooting
- In-depth networking concepts including routing and switching, DHCP, DNS and WINS protocols
- Application (Anti Virus, Security solutions, Custom Application) troubleshooting
- Experience in cloud-based monitoring such as Log Analytics,, along with on-premise monitoring solutions
- Able to perform effectively in high-pressure situations
- Demonstrated effective customer service skills
- Able to work in a home-based office


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