Technical Support Analyst
Job Description

Technical Support Analyst – Procom KW is looking for several experienced Technical Support Analysts for contract roles with one of our large financial insurance services clients. 

Technical Support Analyst Job Details

The successful candidates will join the technical support team within a call center like environment. The role is interactive to the type of issues to deal with on the calls as well as the type of clientele they are handling.

The team handles calls between 8am and 8pm. Candidates work a standard 7.5 hour day and must be willing and able to take shifts during this timeframe.

Technical Support Analyst Responsibilities

  • Answer incoming calls regarding system errors or usage instruction
  • Track and document information regarding calls using call ticketing Service Now
  • Minimize downtime by rapidly diagnosing and resolving problems

Technical Support Analyst Mandatory Skills

  • Strong ability to understanding help desk processes and procedures, help desk tools, and prioritization of tasks and assignments
  • 3-5 years technical experience supporting IT end users in a large corporate IT environment
  • Ability to learn and maintain a high level of knowledge of the internal computing environment.
  • Demonstrated sense of urgency regarding solving end-user issues.
  • Excellent telephone, listening and communication skills as well as excellent customer service skills
  • Have experience working with call and issue tracking databases (ServiceNow, HP Service Manager)
  • Fluent in English

Technical Support Analyst Start Date

April 15, 2019

Technical Support Analyst Assignment Length

11 month initial contracts, with possible extension beyond.

Job Requirements


Company Overview

For 35 years, Procom has been pushing the envelope in North American IT staffing solutions. Driven by a senior management team of seasoned recruitment professionals, we have offices in 14 locations in the US and Canada and service all major IT markets.

When we started out in 1978, tech jobs were just being integrated into the workplace. We have been a part of shaping the landscape of IT in Canada ever since, placing IT consultants in major businesses in all sectors, including banking, telecommunications, and retail.

Through all the peaks and valleys of the IT industry, we have consistently done one thing: helping IT professionals discover the next chapter in their career.

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