Help Desk Analyst

1 month ago


PointeClaire, Canada NavitsPartners Full time

Help Desk Analyst 

Responsibilities: 

  • Field incoming help requests from end users via telephone and e-mail in a courteous manner.  
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.  
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.  
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.  
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.  

Must have knowledge and experience: 

  • Dell and/or VMware product knowledge 
  • Incident response experience 
  • Background in security space 
  • Be able to travel to client’s location, when needed on short notice 

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