Senior Help Desk Analyst

BCMEA represents 49 waterfront employers and by extension, over 9,400 men and women working within port terminal facilities. BCMEA member companies are an essential part of the economy in B.C. and Canada, operating 24 hours/ day, 365 days/ year. Moving over $180 billion worth of cargo annually and 16% of Canada’s traded goods, our members serve as Canada’s vital trade link to the world. Together with our members, we proudly make sure that B.C. ports are competitive on a global level.

Vancouver, BC

BC Maritime Employers Association

<p>The BCMEA represents approximately 49 waterfront employers and, by extension, the more than 8,500 men and women who work for them. Our customer- members are ship owners and agents, stevedores, 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.</p> <p>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 dollars around the globe every year. If you&rsquo;ve got it, we helped you get it.</p>

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Senior Help Desk Analyst

Salary + Benefits

Overview: Reporting to the IT Infrastructure Manager, the&nbsp;Senior Help Desk&nbsp;Analyst&nbsp;acts as the first point of contact and provides first and second level technical support to internal staff and external users. The position will ensure both internal and external customers receive adequate technical support and ensure that staff&rsquo;s use of technology is efficient and productive. The Senior Help Desk Analyst works 12 hours per day on-site with a rotational schedule of 3 days on, 3 days off, inclusive of weekends.
Responsibilities: <ul> <li>Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.&nbsp;</li> <li>Receive,&nbsp;log&nbsp;and track user&nbsp;requests. Evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests.</li> <li>Take ownership of user problems, follow up on behalf of the user, and communicate progress&nbsp;in a timely manner along with follow up.</li> <li>Provide answers to clients by identifying problems; researching answers; guiding client through corrective steps.</li> <li>Maintain a high degree of customer service and continuously&nbsp;identify&nbsp;opportunities to improve service levels.</li> <li>Provide&nbsp;technical&nbsp;diagnostic&nbsp;and troubleshooting&nbsp;assistance&nbsp;related to computer hardware, software, mobile devices, and other tech tools and products.</li> <li>Provide&nbsp;proactive solutions to clients to minimize support issues and increase productivity.</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>Record&nbsp;incidents&nbsp;and user requests&nbsp;in our ticket&nbsp;management&nbsp;system.</li> <li>Increase efficiency by writing and&nbsp;maintaining&nbsp;support and process documentation.</li> <li>Ensure system efficiency by proactively scheduling equipment maintenance and replacement of aging equipment.</li> <li>Work closely with the LAN Team to grow and&nbsp;maintain&nbsp;our technical systems.</li> <li>Provide in person or remote user&nbsp;training for in-house and external systems and software.</li> <li>Provide&nbsp;onsite, offsite, and remote&nbsp;support.&nbsp;</li> <li>Procure and provide mobile&nbsp;devices,&nbsp;monitoring and&nbsp;adjusting wireless plans as&nbsp;required.</li> <li>Plan, design and build AV solutions for all training sites, classrooms and boardrooms.</li> <li>Provide&nbsp;Audio Visual 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.&nbsp;</li> <li>Provide&nbsp;periodic statistics and reports on call trends to management.</li> </ul>
Requirements: <ul> <li>3-5 years of troubleshooting experience with hardware or software customer services.</li> <li>2 years previous IT Service Desk and/or Call Centre experience required.</li> <li>A diploma or high school education with technical training.</li> <li>Technical Diploma, ITIL, MCP, A+ qualification is preferable.</li> <li>Strong knowledge of Microsoft products including but not limited to workstations, server OS, and server applications.</li> <li>Strong knowledge of Desktop, Laptop troubleshooting and upgrading.</li> <li>Network skills and experience with a variety of firewalls, VPN, switches, VLANs, wireless, and related services (DNS, DHCP, NAT, etc.).</li> <li>Knowledge of VMWare.</li> <li>Experience with Active Directory Basic User, Security Group, Group Policy, over all administration.</li> <li>High level of problem solving skills.</li> <li>Excellent organizational skills.</li> <li>Experience managing incidents including business expectations and&nbsp;communication.</li> <li>Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation).</li> <li>Customer focused.</li> <li>Excellent Inter-personal, verbal and written communication skills and telephone manner.</li> <li>Must hold a valid Driver&rsquo;s license and travel to branch offices daily or as required.</li> <li>Must be able to perform shift work and travel between all BCMEA branches across BC&nbsp;as required.</li> </ul>