Help Desk Analyst

2 days ago

St Catharines, Canada Skycomp Solutions Inc. Full time

**General Summary**

Our core focus at Skycomp is to provide a worry-free experience for our clients and to give back to our community. We are searching for a self-motivated, and super organized Help Desk Analyst to join our team.

As a Managed Services Provider, we tend to be exposed to more technologies than most internal IT positions, and we certainly support a broader variety of network environments. The pace and demands of our environment are also much greater than an internal IT position.

**Primary Responsibilities**
- Deliver fanatical customer service to clients from many different industries
- Reviewing open tickets on service boards and prioritizing client needs
- Triage all incoming tickets through the ticketing system, as well as answering phone calls, creating tickets, and supporting or escalating as needed
- Respond to customer inquiries and provide customers with updated information regarding their orders, and open tickets
- Scheduling and dispatching technicians to complete service tickets via phone, or onsite, according to customer requests and specifications, while adapting to rapidly changing priorities
- Receiving and forwarding telephone and electronic inquiries
- Conferring with customers and supervising personnel to address questions, problems, and requests for service or equipment
- Work with vendor support on behalf of our clients to ensure their support issues are resolved
- Be able to retain staff and customer details
- Create or update service documents
- Perform general office duties as required
- Works on obtaining industry certifications to further career path

**Expected Results**

This is a support role to the service team requiring great attention to detail, as the Help Desk Analyst will work side by side with management, and the computer technicians, to provide exceptional IT services and customer focused processes.

**Credentials and Experience**
- 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute
- Proficient in MS office suite, (Word, Excel)
- Experience with Windows desktop and server support and networking
- Demonstrate fanatical customer service skills, problem solving, analytical skills
- Strong organizational and time management skills
- Able to prioritize work and multi-task
- Ability to work independently and as part of a professional team

**Why Choose Skycomp?**

Below are some of the additional perks Skycomp has to offer their valued team members:

- A comprehensive health benefits plan for the employee and their family
- A RRSP and/or TFSA matching program
- Quarterly bonuses
- Continued training and education
- Various internal contests and rewards
- Monthly team building events, outings and more

**Be sure to check out the following links for more information**

**Salary**: $18.00-$20.00 per hour

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Application question(s):

- Do you live in the Niagara, Ontario region? As this is an in-office position.

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