Helpdesk / Technical Support Analyst

Job Description

Helpdesk / Technical Support Analyst:
On behalf of our Banking client, Procom is searching for a Helpdesk / Technical Support Analyst for a 12-month role. This position is a hybrid position with 4 days onsite per month at our client’s Toronto, Ontario office.

Helpdesk / Technical Support Analyst - Job Description:
This role involves providing technical support and troubleshooting for users experiencing software or hardware issues. The analyst will work within the CS&S Technical Support Help Desk to address vacancies and short-staffed situations. The position requires strong technical helpdesk experience and language proficiency.

Helpdesk / Technical Support Analyst - Responsibilities:
• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Troubleshoot customer concerns over inbound phone calls
• Enter commands and observe system functioning to verify correct operations and detect errors
• Maintain records of daily data communication transactions, problems, and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Helpdesk / Technical Support Analyst - Mandatory Skills:
• Fluency in English with strong verbal and written communication skills
• 2-3 years of browser troubleshooting practices
• Knowledge of computer software, such as configuration management software, desktop communications software, and operating system software
• 2-3 years of customer service experience

Helpdesk / Technical Support Analyst – Nice-to-Have Skills:
• Previous Help Desk or Contact Center experience
• Technical Help Desk experience

Helpdesk / Technical Support Analyst – Assignment Length:
This is a 12-month contract with the possibility of extension based on performance.

Helpdesk / Technical Support Analyst - Start Date:
ASAP

Helpdesk / Technical Support Analyst - Assignment Location:
Toronto, Ontario, Canada. This is a hybrid position requiring 4 days in the office per month.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.