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Title Helpdesk Support
Job ID 002-622-12
Facility/Head Office Head Office
City Vancouver
Job Category Head Office
Job Status Full Time Regular
Shift Day
Position Summary Reporting to the Director, IT, the Helpdesk Support is primarily responsible for providing user support and customer service on company supported computer applications and platforms. You will answer incoming email and phone calls from customers, answer inquiries and questions, handle complaints, troubleshoot problems and advise on the appropriate action.
Responsibilities
 Primary 1st contact for all customer inquiries - responsible for answering most calls to the Helpline number and writes up ticket, and routes issues that have been emailed in
 Resolves simple hardware, software, and network issues unless doing so would conflict with first priority above
 Provides excellent customer support and reassurance
 Makes recommendations for rebalancing ticket- load amongst IT team when appropriate
 Handles administrative tasks including asset management, data input, filing etc
 Takes on various projects under the direction of the Director, IT
 Uses judgment regarding prioritization of tickets to meet departmental standards and business needs
 Set up of new employee email accounts
 Expected to be available 3-4 times per year for planned projects after normal hours
 Responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
 Using a variety of resources in order to respond to user question in a timely matter
 Required to stay abreast of current news, system information, problems, changes and updates relevant to our user community.
Qualifications
 One year or more Helpdesk experience in a Customer Service/Call center environment
 High school diploma or equivalent required, college diploma and industry certifications preferred
 Hardware A+ certification preferable
 Excellent interpersonal and communication skills, both written and oral
 Strong customer service orientation is a must
 Exceptional organizational skills and attention to detail
 Good data entry/keyboard skills
 Must have valid BC driver’s license for possible onsite visits
 
PREREQUISITE TECHNICAL SKILLS:
 MS Office support experience
 Asset tracking, data input experience
 Knowledge of VMware, VM View and virtual environments
 Proficient in relevant computer applications - Win Xp/Win 7, MS Office etc
 Knowledge of administration and clerical processes
 Proven research skills (on-line)