Help Desk Analysts

POSITION: HELPDESK ANALYSTS
Key Skills: Windows 7/Office 2010 - Outlook, Word, Excel, Hardware troubleshooting, VPN
Location: Close to Airport, TTC Accessible from Islington Station
Type: 6 month contracts with extensions or conversion to Full time

We have 4 openings on a Fast Paced Help Desk. Previous HelpDesk experience coupled with excellent communication skills are key for this role.

These are help-desk positions - phone and email support - you will be providing daily support of laptops and desk-tops and will troubleshoot issues with:
- Windows 7
- MS Office 2010, specifically
- MS Office email - Outlook not Outlook Express
- MS Office Applications - Word, Excel, Powerpoint, etc
- VPN and Network Connectivity
- Email & User Account Management - Mail Merge, Folder Permissions, Folder File Designation,

Experience
- Expert knowledge and troubleshooting skills for Windows/MS Office
- HelpDesk experience - work or co-op or desk-side support experience
- Experience logging calls and incidents in a ticketing system such as Remedy
- Excellent communication skills to provide clear and concise telephone conversations with users
- Microsoft Certifications or A+ Certifications are a plus

Responsibilities
- Respond to phone and email requests
- Analyze and troubleshoot problems
- Record, track, escalate, and update calls through the Help Desk trouble ticketing system.
- Document familiar problems and solutions for addition to Help Desk knowledgebase.
- Convey appropriate sense of urgency in the resolving of customer issues.
- Visualize identify and resolve hardware, software and network problems remotely.