Help Desk Analyst

4 weeks ago


Lethbridge, Canada Lethbridge College Full time
Position Information Job Title Help Desk Analyst Appointment Type Full Time Continuing Position Dates Full-Time Continuing Hours per week/FTE 35 About the Position The Information Technology Services area is looking for a positive and energetic individual to join our Help Desk team in a permanent full-time, position as a Help Desk Analyst. The successful candidate will provide the first level of contact for staff, faculty and students to report hardware and software problems related to the network, student systems, administrative information systems, desktops, printers, new media and other technological areas.

As a Help Desk Analyst you will troubleshoot and resolve support calls with a first call resolution mindset utilizing second level supports and resources as needed. With the use of our ticketing system Help Desk Analysts record detailed ticketing information from creation to resolution as well as look for opportunity and trends based on work request history. Position Details Responsible for answering requests to the Help Desk via in-person, telephone, Teams chat and email Recording and processing calls in our ticketing software First call resolution of technical and account issues and escalating as required Work with the Help Desk team and Customer Service Supervisor to prioritize problem requests and analyze call statistics to identify recurring problems Maintain educational content to assist users Provide support and expertise to IT related activities and projects as needed Required Qualifications A minimum two-year college diploma in a related information technology discipline, plus one year of work experience with direct customer contact preferably in a help desk environment; combination of education and experience may be considered Working knowledge of large administrative information systems similar to those used at the college and have worked in a computer help desk environment will also be considered Exceptional customer service skills with the ability to maintain a positive and friendly outlook Strong oral and written communication skills Ability to work independently and in project teams
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