Technical Support Analyst

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