Help Desk Analyst II
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Help Desk Analyst II

Job Description

Ref ID: 05050-0011378295

Classification: Help Desk Analyst II

Compensation: DOE

Robert Half Technology might be looking for a Help Desk Analyst just like you! This full-time employment opportunity is based in the Toronto, Ontario area. If you have a can-do attitude and are looking to be part of a highly motivated team, this position is for you. We're looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end users. It is also required for this Help Desk Analyst position to know how the role relates to IT projects and IT Service Management initiatives. It is also required for this position to understand Incident, Problem, Change Management and other processes. We also need the chosen candidate for this position to know how these processes work together to provide superior support and high availability of our business. The ideal Service Desk Analyst can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. In the course of your work, you might need to create knowledge articles and arrange training for other Service Desk Analysts when needed. The responsibilities for this Analyst job can sometimes include covering alternative shifts when needed. You should apply today if you are a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment.

Your responsibilities in this role

- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.

- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards

- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory

- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues

- Provide guidance to Tier 1 support and team members

- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment

- You'll do well in this job if you can facilitate user account management. That involves handling onboarding, change and departure processes

Job Requirements

- Ability to simplify complex problems and build solutions

- This position will be the best fit for a candidate with a combination of superior customer service skills and technical aptitude

- Ability to handle multiple tasks to prioritize needs and expedite tasks upon request

- Comprehensive knowledge of Microsoft Windows

- Can work independently with minimal supervision

- The ideal candidate has ITIL certification

- Strong communication and social skills and able to receive criticism well

- Capable of analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

- Applicants with technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems will be preferred

- One or more programming or scripting language skills required

- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.

Job Snapshot

Other Pay DOE
Employment Type Full-Time
Job Type Engineering, Information Technology, Design
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 05050-0011378295
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Help Desk Analyst II


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