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The Technical Support Analyst is responsible for providing technical support via phone, email or portal to enterprise customers for their IT issues.
Qualifications
Work Experience
2-4 years of experience in technology support roles
2-4 years of experience working in a Service Desk environment is preferred
Specific Competencies :
Ability to effectively translate technical information and procedures to customers
Troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing accurate solutions
Dedicated to providing quality customer support to consistently meet customer expectations by providing service beyond expectation
Excellent communication, both written and verbal, interpersonal skills with ability to listen effectively, respond appropriately, and maintain mutual comfort level while relating to a diverse group of individuals
Team player with the ability to remain productive within time-sensitive and fast-paced environment
Demonstrate strong service and detail oriented skills
Strong experience and knowledge supporting all Windows Clients, MS Office Products, Outlook
Excellent knowledge of computer hardware
Knowledge of TCP / IP, Ethernet
Experience with configuring computers and mobile devices
Ability to assist with training of Service Desk members and other collaborative activities
Demonstrate experience with Microsoft products
Demonstrate willingness and ability to increase skill set and willingness to take on additional tasks and responsibilities
Aptitude for technology as well as being an effective team member
Key Responsibilities :
Liaise between resolver and other teams within the organization to provide world class customer service
Provide technical IT related support to a diverse group of clients via phone, email or portal
Diagnose and resolve problems and issues at a more advanced level with focus and attention to detail
Provide suggestions for improving Global Service Desk operations and assisting with documentation
Log all calls to the Service Desk maintaining complete documentation of problem cause, impact, and resolution
Prioritize problems; escalate high priority requests in a timely manner
Develop an understanding of the customer’s environment and maintain technical knowledge
Follow-up with clients to ensure resolution is complete and timely
Dispatch technical service regarding hardware problems
This is a short term 4 week contract role located in Etobicoke, ON with a possible extension