Job Support Analyst I in Newmarket

Support Analyst I

Newmarket
Job description
Job Description:

POSITION PURPOSE:
Reporting to the Supervisor, IT Service Desk, is responsible for ensuring all Service Desk requests requiring support are resolved in an efficient, professional and timely manner.


MAJOR RESPONSIBILITIES

  • Responds to Help Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refers unresolved issues as required.
  • Records all client interactions using ticket tracking software; monitors and alerts Management of urgent issues.
  • Ensures referral, escalation and follow-up procedures are being applied correctly and effectively to meet the goal of providing excellent customer service.
  • Responds to enquiries in a timely manner; provides advice and training to new staff in area of expertise.
  • Participates in meetings, attends seminars, conferences and training as required.
  • Ensures that services provided meets Regional customer service standards.
  • Performs other duties as assigned in accordance with Branch and Department objectives.

QUALIFICATIONS

  • Successful completion of a Post Secondary Certificate or Diploma (1 year or more) in Information Technology or related discipline, or approved equivalent combination of education and experience.
  • Minimum one (1) year demonstrated experience directly supporting clients through a Help Desk process.
  • Valid Ontario Class “G” driver’s license free of any serious offences under the Highway Traffic Act and reliable vehicle for use on corporate business
  • Demonstrated experience with LAN/WAN (Microsoft Windows) environments (software/hardware) including experience with Microsoft Office desktop application and Microsoft Exchange and CITRIX
  • Knowledge of and demonstrated ability in corporate core competencies including customer service, communication, teamwork, initiative/self management and accountability and flexibility/adaptability.



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Job Support Analyst I in Newmarket

York Region

Newmarket