Help Desk Analyst

<p>The Help Desk Analyst acts as the first point of contact and provides first and second level technical support to internal staff and external users. <br /><br />The position will ensure the internal and external customers receive adequate technical support to ensure that staff&rsquo;s use of technology is efficient and productive.</p>

Vancouver, BC

BC Maritime Employers Association

<h3 style="margin: 0px; padding: 0px 0px 12px; font-family: acumin-pro, Arial, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-size: 16px;"><strong><span style="font-family: acumin-pro, Arial, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">There are a thousand moving parts on the waterfront. We bring them all together. We help British Columbia&rsquo;s ports run more efficiently by finding and training the right talent to work on them.</span></strong></span><br /><br /><strong>We represent approximately 54 waterfront employers and, by extension, the more than 6,000 men and women who work for them. Our members are ship owners and agents, stevedores and port masters, container and cruise ship terminal operators. We help optimize our members&rsquo; operations by adding our expertise in labour relations, safety &amp; training, and recruiting.</strong></h3> <h4 style="margin: 0px; padding: 0px; font-family: acumin-pro, Arial, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-style: initial; text-decoration-color: initial;"><strong>BCMEA member companies are a vital part of the BC economy and a mainstay of the coastal community. Operating 24 hours a day, 365 days a year, our partners move 60 million tonnes of goods worth $53 billion around the globe every year.&nbsp;</strong></h4> http://www.bcmea.com/

keywords: help desk support,compensation,schedule,training,prioritizing,troubleshooting,customer service,mobile management,research,reporting,experience,communication,knowledge,technical,degree,travel

Professional

Competitve Base Salary, Incentive Bonus, Benefits

Overview: <span style="display: inline !important; float: none; font-family: Verdana,Arial,Helvetica,sans-serif; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;"><span style="display: inline !important; float: none; font-family: Verdana,Arial,Helvetica,sans-serif; font-size: 14px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">Are you looking for an opportunity to utilize your IT and Customer Service Experience?&nbsp; </span>If so, the BC Maritime Employers Association might be just what you need to take your career to the next level.</span><br /><br />The BC Maritime Employers Association truly recognizes the value of our people. We reward you with competitive compensation, recognition for your achievements, as well as opportunities for ongoing training to grow professionally and personally.&nbsp;<br /><br /> The BC Maritime Employers Association is currently hiring a Help Desk Analyst to join the IT department at our Vancouver Head Office. Working on a '3 day on/3 day off schedule' - you will provide support to our employee&rsquo;s problem solving, diagnosing and troubleshooting any technical issues that they may have.
Responsibilities: <ul> <li>Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.</li> <li>Receiving, logging and tracking user requests, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests</li> <li>Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner</li> <li>Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.</li> <li>maintain a high degree of customer service and continuously identify opportunities to improve service levels</li> <li>Provide technical diagnostics and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products.</li> <li>Escalate unresolved calls to the infrastructure support team and/or arrange for external technical support where problems cannot be resolved in house</li> <li>Provide in person or remote user training for in-house and external systems and software, Improves client references by writing and maintaining support and user documentation</li> <li>Procure and provision mobile devices, monitoring&nbsp; and adjusting&nbsp; wireless plans as required, service and maintain various mobile equipment</li> <li>Provide Audio Video help for internal and external meetings and presentations</li> <li>Participate in routine system administrative tasks such as managing user accounts and building access control.</li> <li>Attend industry related events, conferences and personal development training sessions and Participate in team and company activities</li> <li>Provide periodic stats and reports on call trends to management</li> <li>Must be able to perform shift work</li> </ul>
Requirements: <ul> <li>Customer focused,</li> <li>Excellent Inter-personal, verbal and written communication skills and telephone manner</li> <li>A diploma or high school education with technical training.</li> <li>2-3years of troubleshooting experience with hardware or software customer services.</li> <li>Knowledge of Windows Operating systems, Microsoft applications, and laptop troubleshooting.</li> </ul> <ul> <li>Technical Diploma, ITIL, MCP, A+ qualification is preferable</li> </ul> <ul> <li>Problem Solving</li> </ul> <ul> <li>Excellent organisational skills</li> <li>2 years previous IT Service Desk and/or Call Centre experience required</li> <li>Incident Management experience &ndash; Managing incidents including business expectations and</li> <li>communication</li> <li>Basic User &amp; Security Group Active Directory administration</li> <li>Strong knowledge of Microsoft based operating systems with emphasis on Windows and Office</li> <li>Experience with using and troubleshooting Outlook within a network environment</li> <li>(permissions, calendar sharing, delegation)</li> <li>Must hold a valid Driver&rsquo;s licence an travel to branch offices daily or as required</li> </ul>