IT Helpdesk

The IT Helpdesk & Support Analyst takes direction from the Senior IT Helpdesk & Support Analysts. They have strong communication skills ensure that the solution will be effectively delivered to the customer. **Responsibilities** - Helpdesk Analysts are responsible for diagnosing and resolving technical issues reported by end-users. - They provide remote or on-site support, troubleshoot hardware and software problems, and guide users through steps to resolve issues. - Escalate complex or unresolved issues to higher-level support teams. - Interlocking with other parts of the business to maintain the day-to-day performance of the ERP system and to provide strategic input for the evolution of the ERP solution. - Documenting investigations, best practices and solutions to benefit future investigations. - Document and report to Business on all outstanding issues. - Identifying enhancements to processes or operations that would improve the efficiency of the team. - Performing regular proactive health-checks of the system and reporting the results. - Working within a flexible schedule that may include being "on-call". - Ability to prioritize issues with Business to provide solutions. **Qualifications**: - Have relevant experience of 4+yrs. - Relevant work experience with SAP implementations or support, preferably in the **Services/Retail** industry will be considered a plus. - **Bilingual (English/French) will be considered an asset.** - Demonstrated teamwork experience is a must. - Exceptional verbal and written communication skills. - Business Analysis experience is essential. - Familiarity with support area for problem escalation is essential. - Strong motivation and team building skills are desired. - University/College degree in a related area of study, or equivalent experience. - **Excellent customer service, written and verbal communication skills.** **Job Types**: Full-time, Permanent Schedule: - 8 hour shift - Monday to Friday - On call Work Location: Hybrid remote in Oakville, ON L6H 6X7 Expected start date: 2025-05-12