Lead Help Desk Analyst
Fuze HR
North York, Ontario, CA
5d ago

Description du poste

Responsibilities / Duties :

  • Maintain the Help Desk system by providing on-site and remote support to users by addressing request assigned through Help Desk tickets, phone call, walk-in client or email
  • Responds to trouble-shooting calls related to PC’s and peripherals (printers, scanners) and completes routine requests such as hardware installation, installing licensed software, and applying desktop OS images
  • Manage the deployment of operating systems to workstations. This will include new system setups, re-imaging of existing systems, and migration of systems from Windows 7 to Windows 10
  • Sets up new computers, install updates and adds desktop OS images to the deployment server
  • Troubleshoot issues including but not limited to printers, computers, tablets, phones, switches, routers and pos devices
  • Develop daily, weekly and monthly reports on Help Desk team’s productivity
  • Responsible to main user, computers, OU and mailboxes in AD and Exchange.
  • Provide support on Office 365 product that includes team and one drive.
  • Deploy patches and update to windows and antivirus to existing desktop systems in a timely manner
  • Installing and configuring Networking equipment as necessary
  • Develop Help Desk related LMS content and provide user training seminars in person or online
  • Developing and manage SLAs to establish request and problem resolution expectations and timeframes
  • Order and maintain IT hardware inventory (laptops, desktops, tablets, monitors, cell phones)
  • Maintain Asset Management System for all IT Assets
  • Provide support to android and IOS devices using MDM.
  • Provide support both locally and over the phone to remote users
  • Set and maintain customer service standards
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Interface with the internal IT teams to ensure efficient service delivery
  • Analyze and evaluate situations accurately and adopt an effective course of action
  • Keep current with emerging technologies
  • Work in a fast-paced manufacturing environment
  • Participate in an on-call support rotation
  • Able to perform site visits if required during on-call rotation.

  • Knowledge of Windows 7, 10 and Windows 2016 administration skills
  • Basic understanding of Active Directory and Exchange Server
  • Have understanding of ITIL concepts
  • Experience with MDM to manage mobile devices
  • Experience with technical phone support
  • Hands on familiarity with current IT systems, including networks, servers, data security systems, VOIP telephony, and computing support includes lab and cloud environments
  • Demonstrated skill to dig deeper and see the bigger picture
  • Requires skills in listening and problem resolution in a manner that is responsive to the needs of the customer and promotes professional customer service
  • Requires excellent attention to detail and ability to think through situations
  • Requires strong verbal and interpersonal / customer service skills to effectively communicate with a wide range of users
  • Demonstrated skill prioritizing workload and handling multiple projects; ensuring that deadlines are met
  • Experience working independently as well as a member of a team
  • Excellent customer service skills and professional work ethic and the ability to work well as part of a team
  • Has working knowledge of industry standards, best practices, and procedures within information technology.
  • Hardware knowledge with the ability to troubleshot hardware issues
  • Proven experience diagnosing, troubleshooting and correcting issues quickly and accurately locally or remotely
  • Must be physically ability to safely lift, carry, move various IT equipment including workstations, printers, servers
  • Clean driving / criminal record. (background check is mandatory)
  • Education :

  • Post-Secondary Diploma, preferably in Computer Systems Technology, or equivalent combination of education and experience.
  • Help Desk ITIL certification is a plus but not mandatory.
  • Experience :

  • 2+ years of working experience in Help Desk level 1 capacity
  • 3 + year of working experience in Lead Help Desk position
  • 3 + years of working experience with Manage Engine Service Desk Plus or similar Help Desk system
  • 3+ years of working experience supporting Microsoft environments
  • 3+ years of working experience with POS software and hardware systems
  • 3+ years of working experience with commercial label printers such as DataMax and Toshiba
  • 3 + years of experience creating system manual, procedures, video tutorials and maintaining Help Desk knowledge base system.
  • 3 + years of experience working with telecom system (SIP, VOIP, Phone systems.
  • OPON

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