Help Desk Analyst - Mississauga, Canada - Achev

Achev

Verified Company

Mississauga, Canada

3 days ago

Posted by:

Sophia Lee

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DUTIES & RESPONSIBILITIES

Resolve requests, questions and concerns frequently requiring analysis of situations to determine best use of resources
Anticipate potential challenges and work with the HARTs team to find solutions
Follow daily procedures for working with the programmers to ensure that all inquiries are addressed immediately
Process user data entry errors to the programmers ensuring that clear information is documented
Respond to suggestions, concerns utilizing outlined Helpdesk support procedures
Prepare training materials and equipment for the Trainers for all training sessions or other meetings as required
Assist in planning training sessions.
Compile monthly reports regarding helpdesk tasks completed, outlining the average calls, user concerns and updates for programming suggestions
Participate in testing the functionality of new features
Document and share all test cases and test results with the team
Create, update and maintain statistical reports for all stakeholders where needed.
Ensure the project tasks are maintained in a timely manner
Any other duties as required

QUALIFICATIONS

Minimum Post-Secondary Education or equivalent job experience
Current knowledge and experience with MS Office Product Suite (EXCEL a must)
Previous customer service experience within a helpdesk/support environment is required
Excellent verbal/phone communication skills and telephone etiquette
Excellent writing skills; ability to listen, learn and report on activities
Comprehensive knowledge of the LINC or ESL programs an asset
Knowledge of the CLARS protocols is an asset
Excellent judgement and problemsolving skills, and the ability to multitask
Working knowledge of, and experience with, a variety of technology platforms
High level of interpersonal skills, ability to be creative, flexible, persuasive and work cooperatively with diverse stakeholder groups
Willingness to travel if needed