Job Details: Help Desk Analyst I
| Job Title: | Help Desk Analyst I |
| Company: | Getronics Canada Inc. |
| Position Type: | Permanent |
| Pay Rate: | TBD |
| Date Posted: | Apr-29-08 |
Position Summary
This position involves dealing with our customers and addressing their technical issues over the phone. You will receive calls of various nature and perhaps even from various customers. You will need to learn what common issues a particular customer faces and how best to address them. You will learn when to deal with an issue and when to push an issue up to the next level of support. You will be willing to work rotating shifts (days, nights, weekends and holidays).
Actions and Results:
Support Microsoft/Novell products & their packaged software
Provide remote troubleshooting services for internal customers from Help Desk (using ZenWorks)
Respond to technical calls, emails and voicemail
Create a ticket for every case received
Resolve issues at first contact, or assign to the appropriate Solver Group
Perform password resets
Incident Management/Escalation
Maintaining Help Desk Documentation
Other duties as assigned
Technologies and Skills:
Post secondary education in the I.T. field or a related discipline, and a minimum of 1 to 2 years' experience, or an equivalent combination of education and experience in a helpdesk support role
Experience in Microsoft/Novell environments with Windows 2000, XP support, aswell as GroupWise and ZenWorks are desired
Experience in Citrix and Call Ticketing Systems would be assets (Vantive)
Must be willing to work flex hours in 7/24 environment
| Location: [rss] | Canada-ON-Toronto |
| Telecommute: | No (Onsite Position) |
| Contact Name: | LiChing Ooi |
| Contact Phone: | 416-298-9400 |
| Contact Email: | LiChing.Ooi@getronics.com |
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Contact Comments:
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| Please e-mail your resume to hrcanada@getronics.com | |
Principals only. Recruiters, please do not contact this job poster.
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