help desk analyst
- Work Term : Permanent
- Work Language : English
- Hours : 35 to 40 hours per week
- Education : Bachelor's degree
- Experience : 1 year to less than 2 years
- or equivalent experience
Work site environment
Education or training
Work setting
- Computer hardware or software retailer / wholesaler
- Financial technology (FinTech)
- Startup company
- Relocation costs not covered by employer
- Willing to relocate
- Help desk
- Consulting firm
- Private company, corporation or industry
- Private sector
- On-site customer service
Tasks
- Respond to users experiencing difficulties with computer
- Consult user guides, technical manuals and other documents to research and implement solutions
- Provide advice and training to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
- Participate in the redesign of applications and other software
- Supervise other technical support workers in this group
- Provide business systems, network and Internet support to users in response to identified difficulties
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
- Perform Web-server backup and recovery operations
- Provide customer service
- Manage incidents
- Answer inquiries from clients and other company personnel
- Install software and hardware and configure operating system software in preparation for testing
- Prepare reports, manuals and other documentation on the status, operation and maintenance of software
Computer and technology knowledge
- Device drivers
- Servers
- Desktop applications
- File management software
- Multimedia software
- Word processing software
- Mail server software
- Mac OS
- Salesforce
- MS Office
- MS Exchange
- Monitoring and tracking software
Security and safety
- Bondable
- Basic security clearance
Transportation / travel information
- Willing to travel
- Willing to travel cross-border
- Travel expenses paid by employer
Work conditions and physical capabilities
- Fast-paced environment
- Work under pressure
- Tight deadlines
- Repetitive tasks
- Handling heavy loads
- Attention to detail
- Sitting
Personal suitability
- Accurate
- Client focus
- Efficient interpersonal skills
- Excellent oral communication
- Initiative
- Judgement
- Organized
- Team player
- Ability to multitask
- Time management
- Honesty
Screening questions
- Are you available for shift or on-call work?
- Are you available for the advertised start date?
- Are you currently legally able to work in Canada?
- Are you willing to relocate for this position?
- Do you have previous experience in this field of employment?
- Do you have the necessary equipment for remote work (i.e. internet, home office, etc.)?
- What is the highest level of study you have completed?
Health benefits
- Dental plan
- Disability benefits
- Health care plan
Financial benefits
Registered Retirement Savings Plan (RRSP)
Long term benefits
Maternity and parental benefits
Other benefits
- Learning / training paid by employer
- On-site amenities
- Team building opportunities
- Parking available
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