Help Desk Analyst (NS8) - Work From Home
Global Mentoring Solutions Inc
Nova Scotia, Canada
3d ago


We are currently looking for a Technical Support Analyst to join our IT Service Desk team to support our outsourced Managed Services team.

What You'll Do

  • First point of contact for the end users for all technical issues and service requests
  • Provide troubleshooting and technical support via phone, chat and email
  • Provide voice based and remote technical support to end users for all standard desktop issues(duplicate of above, we don't need this line)
  • Respond to queries, run diagnostic programs, isolate problems, determine and implement solutions
  • Key Responsibilities

  • IT Service Desk - provide first and second level technical support through phone, email and chat support
  • Diagnose and troubleshoot end user desktop application issues and provide the appropriate solution
  • Resolve Level 1 and 2 issues; elevates complex and / or high priority problems to the appropriate support groups for resolution
  • Respond to and resolves technical end user service and support incidents and requests. This is a duplicate of the above
  • Follow-up with end users to provide status updates as per service level guidelines
  • Perform account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management
  • Work collaboratively with people across the organization
  • Support PCs, MACs, workstations / laptops, servers, printers, mobile devices, modems, routers and switches etc.- edited
  • Support end users in their use of applications such as Microsoft Office, virtual desktops (Citrix, VMWare, Microsoft Azure), CRM, VPN and more
  • Install, modify, and repair computer software
  • Qualifications :

  • Ability and willingness to work in a 24*7*365 environment
  • Ability to simultaneously talk and type accurately at least 30 wpm
  • Sound understanding of customer support, operations, processes and ticketing
  • Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
  • Hands on experience supporting Windows server and desktop operating systems, networks, databases and network security concepts and tools is required
  • Hands on experience with the Microsoft Office application suite including MS Outlook
  • Experience with multi-platform Windows O / S required
  • Active Directory, and Exchange required
  • Solid analytical / cognitive skills to troubleshoot complex and technical problems
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
  • Demonstrated capability to achieve results under pressure in a fast-paced client driven environment
  • Strong desire and enthusiasm to serve customers
  • Basic knowledge of ITIL
  • Basic understanding of Service Desk metrics / SLA's
  • Basic knowledge of Mobile device support
  • Additional Information :

  • Minimum of 3 years' experience working in an IT Service Desk / inbound Call Center environment
  • Experience working from home / working remotely is strongly preferred
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
  • Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
  • Certification in relevant IT products / technologies a plus
  • We are currently only considering Canadian residents for this position.

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