Help Desk Analyst

BTS | Mississauga, Ontario, Canada

The main purpose of this position is to provide a high level of application and technical support services to Bond Brand Loyalty. This position reports to the IT Manager.

 As our Help Desk Analyst, you will: 

  • Provide first level technical support services for Bond Brand Loyalty
  • Promptly respond to phone, voice mail and self-service inquiries
  • Log and track incidents and requests in the help desk management system (ServiceNow)
  • Follow up with end users, provide status updates, and see problems through to resolution
  • Prioritize issues and requests and escalate when required
  • Install, modify, and repair computer hardware and software
  • Troubleshoot basic network, printer, remote access and connectivity issues
  • Assist with hardware & software inventory management
  • Identify and document processes and procedures
  • Participate in special projects as required
  • Provide afterhours support on rotation 

 As our Help Desk Analyst, you have: 

  • At least one year experience providing help desk support in a similar environment
  • A college or university degree in an IT related discipline
  • Excellent organizational and communication (verbal and written) skills
  • The ability to effectively communicate technical information to a wide range of end users
  • Strong troubleshooting and multi-tasking skills
  • Professionalism with a strong customer service focus
  • Strong technical knowledge of Windows 7 / 10 and MS Office 2016 Suite
  • Knowledge of imaging tools for desktop / laptop computers
  • Basic working knowledge of Active Directory, Networking (TCP/IP, DNS, DHCP, FTP), Remote Access, Mac OSX, Printers/Projectors
  • The ability to install, configure, and troubleshoot software and hardware issues
  • Experience using a help desk management system (ie. ServiceNow) is an asset 

This is your opportunity to join an exceptional team who works hard, has fun and goes above and beyond each day to exceed our clients´ expectations with an entrepreneurial spirit and in a corporate culture that inspires innovation and teamwork. 

If this describes YOUR career goals, then apply online today!