Help Desk Analyst

Zylog delivers top jobs to top talent. We are currently seeking experienced professionals for exciting new opportunities and career advancement. Zylog represents hundreds of client companies for both contract and permanent positions. New jobs are being filled every day and our experienced professional resource managers are waiting to help you screen the top jobs that match your skills and experience.

 

You don’t have time to search long lists of postings repeated on multiple web sites, so let our trained and experienced resource managers do the work for you. We review top jobs and will be the first to alert you when the right opportunity arises.

About the Job

Our client has a requirement for a Help Desk Analyst for a 6 Month Contract opportunity. The position is located in North York.

 

What makes this Special

Our client has a prestigious reputation and excellent work environment. This position offers an opportunity for personal learning and to contribute to important initiatives that make a difference. Our client is actively screening resumes and scheduling interviews to fill this position, so let one our professional resource managers represent you to the client, promote your skills, and help you prepare.

General Responsibilities

• Provide 1st Tier help desk support to your staff and representatives
• Log all incoming problems and requests and actions taken to resolve them
• Attempt to troubleshoot and resolve problems and satisfy requests
• Correctly refer unresolved problems to higher level support work groups
• Respond to live call referrals from Analysts and provide technical support to Analysts
• Provide in-depth technical analysis of problems
• Update the problem record upon problem or request resolution, or escalation.
• Provide follow-up status to end-users in accordance with specified support policies and procedures
• Ensure closed problems are adequately documented
• Increase personal knowledge of your business and technical environment with the goal of increasing first-call resolution rates
• Improve knowledge of, and ability to operate, all support tools and technologies
• Compile and prepare periodic status, performance, and trend reports for review

 

Technical Qualifications

• Demonstrated technical and analytical skills
• Proficient typing skills (for example, 40 words per minute)
• In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems of the types used
• At least five years direct support to end-users of information systems, or relevant experience in a technical or client support environment
• BS degree in Computer Science, Engineering, or Information Systems Management or related field, or equivalent work experience
• A+ Certification within 90 days of assignment

Communication and Customer Service

• Ability to work effectively as a team member
• Pleasant, professional, and courteous personality
• Bi Lingual, verbal and written communication skills
• Excellent administrative skills: organized, efficient, and versatile
• Excellent customer service approach to dealing with people at all levels
• Exceptional ability to diffuse volatile situations when distressed or irate clients call for support

Problem Solving

• Analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem
• Use initiative to find ways of solving incidents. Clear and logical thought processes are required to identify causes of an incident
• Able to listen to a caller explain the incident, determine the probable cause, and logically take the caller through a step-by-step problem determination procedure, using telephone support
• Able to categorize an incident correctly for call tracking and logging purposes

 

Keywords: IT, Customer Service, French, Bilingual, and Typing

How to Apply

Online:

To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at www.ZylogCanada.com