HELPDESK, IT

Job Title:

Helpdesk Analyst

Reports to:

Manager, IT Operations​

POSITION SUMMARY

The Helpdesk Analyst role will serve as an integral member of the Wyse IT team. The main function of the role is to ensure high availability / uptime of all Wyse IT Systems [CORP and OPS] as well as On time / On scope / On Budget project at Wyse. Utilizing attention to detail, technical skills, and professionalism, throughout all departments and assisting when required in a timely manner.

KEY RESPONSIBILITIES

- Serve as the first contact with customers who need technical assistance via phone or email.

- Perform troubleshooting using different diagnostic techniques.

- Troubleshoot, diagnose, and resolve technical hardware and/or software issues.

- Provide quick resolution and excellent customer service.

- Redirect unresolved issues to the next level of support personnel.

- Provide needed information on IT products or services.

- Keep record of problems and their resolution.

- Provide feedback on processes and make recommendations on areas to improve.

- Maintain technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting.

- Suggest improvements on procedures.

- Assist with projects.

- Investigate, design, and develop automation to support the COMM Unit operations.

- Other duties or tasks from time to time as directed by the reporting manager.

REQUIRED EDUCATION & QUALIFICATIONS

- Hardware / software support and troubleshooting.

- Microsoft Technology Stack knowledge.

- Working experience with O365, Windows 11, Windows Server 2012+ and Hyper-V.

- Knowledge of Microsoft Business Suite and Azure Active Directory.

- University/College education training in Systems and Infrastructure or equivalent experience.

- Strong initiative and innovation skills.

- Ability to work in a fast-paced, changing environment.

- An appetite to fully understand new technology and problems with limited previous experience.

- Self-starting and self-motivating.

OTHER COMPETENCIES

- Driving for results– highly motivated and works well under pressure; able to adapt to a complex and vastly changing environment.

- Active learning-seeking and leveraging opportunities to gain new skills, knowledge, and experiences; quickly assimilating and applying new information and skills to enhance results.

- Communication skills–ability to present information to management and clients; ability to communicate with all levels of the organization.

- Strong computer skills– strong working knowledge of relevant programs and comfort working with large amounts of data.

- Interpersonal skills–can create and maintain key partnerships between internal departments and external clients at all levels.

- Planning & Structuring-knows how to establish work plans, efficiently allocates or makes use of available resources, act according to plans and establishes priorities.

DIRECT REPORTS

- None.

WORKING CONDITIONS

- Manual dexterity required to use desktop computer and peripherals.

- Overtime as required.

Wyse welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

All applicants must be legally eligible to work in Canada and our company. The Company does not provide immigration sponsorship or assistance with work authorization. Proof of eligibility to work in Canada and our company will be required upon hire.