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Job title: Support Analyst I
Company: York
Job description: Reporting to the Supervisor, IT Service Desk, is responsible for ensuring all help desk requests requiring support are resolved in an efficient, professional and timely manner.
Major Responsibilities
- Responds to Help Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refers unresolved issues as required.
- Records all client interactions using ticket tracking software; monitors and alerts Management of urgent issues.
- Ensures referral, escalation and follow-up procedures are being applied correctly and effectively to meet the goal of providing excellent customer service.
- Responds to enquiries in a timely manner; provides advice and training to new staff in area of expertise.
- Participates in meetings, attends seminars, conferences and training as required.
- Ensures that services provided meets Regional customer service standards.
- Performs other duties as assigned in accordance with Branch and Department objectives.
Qualifications
- Successful completion of a Post Secondary Certificate or Diploma (1 year or more) in Information Technology or related discipline, or approved equivalent combination of education and experience.
- Minimum one (1) year demonstrated experience directly supporting clients through a Help Desk process.
- Valid Ontario Class “G” driver’s license free of any serious offences under the Highway Traffic Act and reliable vehicle for use on corporate business
- Demonstrated experience with LAN/WAN (Microsoft Windows) environments (software/hardware) including experience with Microsoft Office desktop application and Microsoft Exchange and CITRIX
- Knowledge of and demonstrated ability in corporate core competencies including customer service, communication, teamwork, initiative/self management and accountability and flexibility/adaptability.
- Knowledge in the operation of Help Desk software.
- Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.
- Demonstrated skills in providing customer service support to all functional areas.
- Ability to work with PC based hardware, printers, Microsoft Windows operating system and MS Office applications (including MS exchange) to resolve client issues.
- Ability to work outside regular business hours, as required.
How to Apply
Please apply online by February 15, 2021. We thank all candidates for their interest; however, only those selected for an interview will be contacted via email.
Expected salary: $37.87 – 41.17 per hour
Location: Newmarket, ON
Job date: Thu, 04 Feb 2021 06:37:13 GMT
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