Analyst, Help Desk
2 weeks ago
At Bond, we design creative and innovative solutions for our clients, all with the goal of helping them build even-stronger loyalty to their brands. Bond requires a capable, motivated **Help Desk Analyst** to provide first level technical support services to the end users at Bond. Do you love tackling issues head-on? Do you enjoy being a part of the solutions to a business’s pain points? Are you constantly updating your knowledge of hardware and software trends? If you answered “YES” to these questions, you will fit in well with our company.
**Please note: This role best suits an individual residing in Toronto as it requires on-site presence in our downtown office (King St. W.).**
**A typical day in this role might include**:
- Diagnose and troubleshoot hardware, software, and connectivity issues
- Support the AV equipment, and assist with meeting room setups
- Provide step-by-step instructions to users for resolving technical issues
- Document all support interactions and resolutions in the help desk ticketing system (Ivanti)
- Prioritize issues and requests and escalate when required
- Monitor and ensure compliance with help desk policies and procedures
- Participate in the development and implementation of new IT projects and initiatives
- Provide after hours support, on rotation
**As our Help Desk Analyst, you have**:
- A college or university degree in Information Technology or related field
- 3+ years experience providing help desk support in a similar environment
- Excellent verbal and written communication skills to interact with technical and non-technical users
- Strong troubleshooting and multi-tasking skills
- Professionalism, with a strong customer service focus
- Strong technical knowledge of Windows 10/11, MacOS, and Microsoft Office 365 Suite
- Basic working knowledge of Active Directory, Networking (TCP/IP, DNS, DHCP, FTP), Remote Access, Printers, AV equipment
- Ability to install, configure, and troubleshoot software and hardware issues
- Customer-oriented with a focus on delivering high-quality support
- Ability to work independently and as part of a team
- Experience being a part of after-hours call rotation
**Do these statements describe you?**
- Excellent at problem-solving and strives to consistently deliver high-quality support
- Familiar with ITIL and Service Management processes
- Works hard to inspire the best in my team and myself
- Ability to handle a fast paced, demanding and a constantly changing environment with a professional attitude and can set priorities with the ability to quickly and accurately resolve day-to-day issues
- Create and maintain relevant documentation.
- When I work on a project, big or small, I’m driven by two words: Own it
- Be process and detail oriented and follow defined policies and processes
- Have ‘client service’ mentality
Bond is proudly recognized as a Great Place to Work and Best Managed Company. We’re 800(ish) people working tirelessly together to make the world a more loyal place. You’ll be joining a hyper-talented team with a galaxy of skill sets ranging from research to creative to digital and beyond. You’ll have an excellent opportunity to grow, learn and make an impact as we tackle some of our client’s biggest business challenges.
Please connect with our People & Values team should you require any accommodation.
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