Helpdesk Analyst
Elite Recruiting - Calgary, AB

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Our client is currently seeking an enthusiastic and professional Help Desk Analystto join our Calgary team on a 6 month contract. The Help Desk Analyst’s 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. Problem resolution involves the use of diagnostic and help request tracking tools, and may occasionally require that the individual give in-person, hands-on help at the desktop level.

Responsibilities include:

- Field telephone, e-mail and in person requests in a professional, courteous manner
- Document all decisions made and actions taken, through to final resolution of issues
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Perform post-resolution follow-ups to help requests
- Other duties as assigned

Job Requirements:
The preferred candidate will possess the following skills and attributes:

- College diploma or university degree in the field of computer science or 2 – 5 years Help Desk experience
- Exceptional written and oral communication skills; presenting ideas in user-friendly language with a focus towards customer service
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Highly self motivated and directed with the ability to work in a team-oriented, collaborative environment
- Proven analytical and problem-solving skills with the ability to effectively prioritize and execute tasks in a high-pressure environment
- Knowledge of basic computer systems and infrastructure, including workstations, monitors, notebooks/laptops, printers, smart phones and peripherals as well as client server applications and basic computer networking
- Experience supporting desktop operating systems and applications: Windows XP and Windows 7, Microsoft Office 2007/2010, Virus and Spyware protection software
- Solid understanding of, and work experience with Active Directory and Microsoft Exchange
- Working knowledge of a wide range of remote connection applications including Teamiewer, VNC, Dameware, Remote Desktop Connection, Terminal Services, VPN and Citrix
- Strong background and practical experience with the use of call tracking systems such as Remedy, OVSD, HEAT, or equivalent
- Certifications: MCSE, A+, MOUS, HDI, ITIL and Cisco would be considered assets Fluent communication in Spanish, Portuguese or French would be considered an asset

About this company
For over 20 years, we have developed successful business solutions for small businesses, medium sized organizations and large enterprises,...