Deskside Support Analyst Job in Vancouver, British Columbia Canada

Deskside Support Analyst

This position reports to the Field Operations Manager or where applicable an Onsite Team Lead.

Overview:
This position is responsible for providing first level deskside support (SW/HW and IMAC calls) to end-users on PC/LAN based equipment. The individual will reside on client site in various locations. The individual will liaise with the client, technicians, help desk, and all other departments involved to ensure that PC, Server and printer calls are handled professionally, and that the highest quality of service is provided. Communication skills and attention to details are key to this position. From time to time, the individual will be required to work from other locations and clients.

Tasks, Duties and Responsibilities:
„« Focus on completing support calls in a timely and efficient manner, ensuring that constant communication is maintained with internal and external clients. Clients are to be made aware of what the company will be doing, what they should expect, and that they are comfortable and understand the entire process from start to finish.
„« Troubleshooting repair of most hardware and software failures
„« Prioritize requests for support service keeping in mind service level requirements and available manpower.
„« Provide feedback to Field Operations Manager on potential Customer situations.
„« Works with Support Magic and Microsoft suite of products.
„« Requirement to participate in rotating shift and on-call schedule.

Soft Skills:
„« Empathetic to customer situations
„« Confident, Optimistic and Positive
„« Responsive (has as high sense of urgency)
„« Committed to helping others

Knowledge/Skills:
„« Minimum 5 years field experience connecting and supporting PC on LAN¡¦s preferably in a financial environment.
„« Excellent working knowledge of the Microsoft Office suite of software, including MS Word, Excel, Access and Outlook.
„« Advanced Trouble shooting skills
„« Advanced WINDOWS 2000/XP/Vista OS
„« Working Knowledge of minimum four applications
„« Exposure to general networking protocols, specifically TCP/IP and IPX/SPX.
„« Must possess good software and hardware troubleshooting skills combined with good written and oral communications skills.
„« Experience in servicing PC¡¦s and laptops by manufacturers such as Compaq, IBM and HP.
„« A+ and MCP Certification required.
„« Advanced working knowledge of Microsoft XP operating systems.
„« OEM certifications an asset, IBM desktop and laptop certification required.
„« PDI+ Network+, MCSE, Server+ certification an asset.
„« Excellent Customer relations skills mandatory.

Health and Safety Responsibilities:
„X Work in compliance with the provisions of the Occupational Health and Safety Act (OHSA), regulations, and internal health and safety policies and procedures
„X Use or wear the equipment, protective devices or clothing required
„X Report to your Manager any missing or defective equipment or protective device which could endanger someone
„X Report to your Manager any contravention of the OHSA regulations safety policies and procedures by another employee or customer
„X Report any observed hazards to your Manager
„X Do NOT remove or make ineffective any protective device without providing an adequate temporary substitute. When the work is complete, the original protective device must be replaced immediately.
„X Do NOT use or operate any equipment, machine, device or thing or otherwise work in a manner that may endanger anyone
„X Do NOT engage in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct
„X Know, understand and implement safe work practices and procedures
„X Know, understand and employ established rules and procedures for handling materials, equipment and processes (e.g. use proper lifting techniques, etc.)
„X Use equipment and materials only in the manner intended
„X Attend required safety training programs (e.g. office ergonomics), and apply the knowledge gained from these training sessions
„X Report all injuries, incidents and unusual conditions immediately to your Manager
„X Inspect work area daily and report any hazards immediately to your Manager

Working Conditions:
The Deskside Support Analyst will alternate between sitting and standing for eight hours per day. He or she will be required to use office equipment, such as a computer, fax machine and telephone. They will work mainly in an indoor, temperature moderated, well-lit environment. Some light lifting may be required from time to time.

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