HELP DESK ANALYST

Help Desk Analyst

Emmerson Packaging is a third-generation family-owned company. We are an industry leader in flexible packaging solutions, and we love what we do! We pride ourselves on meeting and exceeding the highest quality standards in everything we do, including adding talented people to our team! This passion and pride have won us the distinction of being named one of Canada’s Best Managed companies for 17 years running.

Our Values say it best:

• We enhance our lives by helping others succeed
• We care about our clients, each other, and our communities
• We are responsible for the outcome of our actions
• We strive to do the right thing, even if it costs us

JOB SUMMARY:

The Help Desk Analyst role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain internal user resolution expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person hands-on help at the desktop level

JOB TASKS:

• Proactively manages the service desk calls to ensure that all client requests are recorded and updated as and when there is any progress, where appropriate
• Performs PC, Mac, handheld device, telephone, cell troubleshooting; provides end user support
• Provides wide range of basic support to all end-user applications and / or direct to the relevant 3rd party support partner for resolution
• Provides basic Local Area Network (LAN)
• Installs new hardware and software as required
• Setup new end-user equipment and install where necessary
• Modifying or creating end-user specific documentation relating IT hardware and software
• Participates in the after-hours on-call support rotation for the Information Technology Department
• Provides infrastructure support to remote personnel and additional Emmerson Packaging sites

COMPETENCIES:

• Excellent communication skills, both verbal and written
• Proven ability to work well under pressure
• Demonstrate strong customer service skills
• Strong attention to detail and a commitment to accuracy; detail-oriented
• Time-management and organizational skills; able to multi-task effectively
• Must be willing to travel on an occasional basis as required
• Experience supporting business critical systems, locally and remote
• Troubleshooting skills to other technical areas (printers, photocopiers, fax machines, cabling)
• Basic knowledge of Microsoft Active Directory, Group Policies, Cisco VoIP/IP PBX equipment, Quest Kace, and SAP
• Good knowledge of IP addresses and basic network troubleshooting skills, MS Windows OS for Microsoft Office 365 Anti-Virus, Anti-spam, and Web Content Filtering products, PC, laptops, and handheld mobile devices

REQUIRMENTS:

• College diploma in a related field or one years’ commercial experience.

PREFERRED:

• ITIL foundation certification or above
• CompTia Fundamentals, A+, Network+

What's in it for YOU?

• Competitive wages
• Comprehensive health and dental benefits
• Defined contribution pension plan
• Profit Sharing program
• Training and development support
• On site gym and cafeteria
• Being part of an awesome team