Note: Shortlisted candidates will be contacted in the early new year.
Reporting to the Manager of IT Services, the Junior Support Analyst's primary focus is providing day-to-day end-user support, including remote assistance, end-user account maintenance, and IT Help Desk duties. The Junior Support Analyst is our first level of contact for most issues and is, therefore, in a position that is depended on to communicate clearly and effectively, both to internal and external contacts.
Responsibilities:
- Triaging the incoming ticket queue, prioritize by service level agreement and impact.
- Respond to issues via phone, email and chat.
- Performing remote troubleshooting through diagnostic procedures.
- Visiting customer premises to work physically on their computers, as required.
- Upkeep of the IT Knowledgebase.
- Writing, editing, and revising training manuals for new and updated software and hardware.
- Monitoring of the alarms, escalating critical events to senior staff if service affecting.
- Collecting and collating feedback, and proposing process enhancements.
- Protecting operations by keeping information confidential and secure.
Qualifications, Skills & Abilities
- High School Diploma.
- Working knowledge of fundamental operations of relevant software, hardware and other equipment.
- CompTIA+ or other certificates a strong asset.
- Experience researching, analyzing and interpreting system problems.
- Knowledge and experience of customer service practices.
- Related experience and training in troubleshooting and providing help desk support.