Help Desk Performance Analyst

3 days ago

Guelph, Ontario, Canada Camis Full time $50,000 - $80,000 per year

We're hiring a Help Desk Performance Analyst

The Help Desk Performance Analyst is an experienced resource and product expert who shares their knowledge to educate fellow Help Desk Technicians, providing constructive guidance and feedback on a peer-to-peer level.

What You'll Be Doing:

  • Provide coaching and quality monitoring for Tier 1 Help Desk staff.
  • Review tickets to ensure process adherence and identify trends.
  • Support Help Desk operations through scheduling, onboarding, and special initiatives.
  • Contribute to training programs, documentation, and client-facing support.
  • Respond to complex technical issues and provide customer support.
  • Deliver on-site technical support when required.

Qualifications and Skills:

  • Minimum 2 years of technical support experience.
  • Experience in coaching, mentoring, and quality monitoring is an asset.
  • Strong knowledge of customer support metrics and tools like Jira and Confluence.
  • Exceptional communication, analytical, and organizational skills.
  • Technical diploma or degree in computers, business, or related field.
  • Valid driver's license and willingness to travel (as needed).
  • Open availability during contract period.

The Details: 

  • Start date: Monday, January 5, 2026
  • Our hours of operation are 6:45 AM - 11 PM, 7 days a week
  • Flexibility in scheduling is required
  • End of Contract date: September 18, 2026
  • Hybrid work week with 3 day on site requirement 
    • Remote candidates will also be considered
  • Office Location: While the posting notes Guelph, this opportunity is open to all Offices.

Camis is committed to fostering a culture that celebrates diversity and inclusion with intentional focus on recruiting and retaining employees from diverse  backgrounds, creating awareness of diversity issues and benefits, fostering a supportive environment where inclusivity is expected and prioritized, and holding ourselves accountable in promoting this perspective throughout the organization. The Camis team strives to collectively promote a culture that empowers our employees and fosters values of respect, inclusion, and belonging across the company. 

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