Desktop Support Analyst

DESKTOP SUPPORT ANALYST

Windows 7, Mac, MS Office 2010, MS Office 2013/Office 365, IPhone, Android, Blackberry and Windows Mobile, VPN/Home Routers, Active Directory

MUST BE FLUENT IN ENGLISH & FRENCH

Our client, a large IT Services organisation is looking for a number of Desktop Support Analysts to act as highly skilled, Technical Support Representatives. This exciting opportunity will assist in building and being part of a Global IT Service Desk for the end client (A large Blue chip organisation. Core job responsibilities include providing responsive technical phone support for application, hardware, OS, network, and telecom issues. Creating and maintaining accurate trouble tickets which entail recording problem/symptom, analysis performed resolution, and other information relevant to resolving the problem.

EXPERIENCE:

Minimum 6 months to 1 year Service Desk experience

KNOWLEDGE, SKILLS, AND ABILITIES:

- Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Ability to handle call escalations with tact and good humor to diffuse tense end user situations
- Skill in communicating information effectively
- Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Strong written communication skills
- Ability to identify complex problems and review related information to develop and evaluate options and implement solutions
- Ability to perform proactively and prevent recurrences whenever possible
- Ability to successfully communicate with inter-organizational and outside customer/vendor contacts
- Ability to work well with people from different disciplines with varying degrees of technical experience

PROFICIENCIES:

Operating Systems:

Windows 7

Mac

MS Office 2010

MS Office 2013/Office 365

Mobile Devices including IPhone, Android, Blackberry and Windows Mobile

VPN/Home Routers

Active Directory

Service Desk Ticketing Systems