Help Desk Analyst

CA-BC-Vancouver

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Job Description

APTEAN: YOUR SUCCESS. OUR PASSION.

More than 9,000 customers around the world rely on Aptean to give them a competitive edge. By providing innovative, industry-driven enterprise application software, Aptean helps businesses to satisfy their customers, operate most efficiently, and stay at the forefront of their industry. With extensive knowledge and clear technology leadership in focused industries, Aptean's software enables its customers to transition from being merely competitive, to becoming market leaders. This competitive edge—The Aptean Edge—is born from solutions reflecting industry best practices, and services that are specifically focused on helping customers meet their individual business goals, profitably.

Basic Purpose:  The Help Desk Analyst will provide high levels of customer service resolving technical support issues over the phone and within a corporate computing environment.   

Duties and Responsibilities:

  • Troubleshoot issues as 1stlevel support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
  • Review and triage all service tickets and confirm they are assigned accordingly.
  • Monitor the IT Service Desk email account and create tickets for all problems that are reported in a timely manner.
  • Forward email correspondence that are sent to the IT service desk account to the correct specialist and update the associated tickets work history as required.
  • Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to next level of technical staff.
  • Participate in IT Helpdesk call queue.
  • Log, prioritize, and assign all calls, voicemail, email, web tickets and walk-up requests reporting technical problems in IT Helpdesk tool.
  • Interview user to collect information about problem and lead user through diagnostic procedure to determine source of problems.
  • Follow IT process’s accordingly and provide the Service Level Agreements posted to our internal customers.
  • Build/utilize a shared knowledge base for problem resolution.
  • Proactively follow up with reported issues to ensure that clients receive the highest level of service possible.
  • Must be prepared to work evenings and weekends as required to complete key IT projects that can only be done outside of normal business hours.
  • Will be scheduled to be an IT Operations resource on projects as required.
  • Meets physical demands of the position including the ability to lift and handle up to 45 pounds of materials, bend, stoop and stretch as required for placement and retrieval of materials or equipment on shelving.
  • Requires candidate to participate in a 7x24 rotational coverage.  
  • All other duties as required.

 

 

  

Skills/Requirements

Knowledge, Skills and Abilities:

  • Individual must be able to perform each essential duty and responsibility satisfactorily.
  • Ability to read, analyze and interpret professional journals and technical procedures.
  • Ability to write business correspondence and knowledgebase articles.
  • Ability to effectively communicate information and respond to questions from groups of managers and customers.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Excellent time management, communications, decision making, and organization skills.
  • Ability to use word processing, spreadsheets and database programs.
  • Strong Customer Service skills and attitude.
  • Ability to work effectively and productively with minimal Supervision.
  • Strong organization skills
  • Proven ability to multi task
  • Proactive in trouble shooting, testing and staying current with IT Technologies.
  • Persistence in achieving result and resolution – ‘Work to Completion’.
  • Structured problem solving approach.
  • Excellent verbal and written communication skills.

 

Credentials and Experience:

  • Associates degree or equivalent experience of two to four years related experience.
  • Completion or working towards a Technical School diploma or degree in Information Technology.
  • Microsoft Certified Professional and CompTia A+ certifications desirable but not required.
  • Strong Customer Service skills and attitude.
  • Strong interpersonal skills.
  • Ability to work without supervision.
  • Creative thinker.
  • Strong time management skills.

 

 

 

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