Job description

IT Help Desk Analyst will report to the Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC, MAC-related, Office 365, Network issues with a goal of first contact resolution.

1+ years of experience working for a Managed Service Provider, MSP or remotely supporting multiple external clients required

Job Profile

IT Help Desk - provide first and second level technical support through phone and email
Support Windows and MAC desktop and laptop computers
General access and connectivity issues
Desktop application issues
Basic administration of user accounts and groups
Take ownership of trouble tickets, working and tracking issues to resolution
Record detailed information into Service Desk ticketing system
Support for mobile devices such as iPhones and Android phones
Occasionally act as a liaison between Partners/Clients and NOC team in India

Candidate Profile

2 plus years of experience in a Service or Help Desk Desk/Inbound Support Center environment
Windows and Apple operating systems
Office 365 Mail and Email clients (Microsoft Outlook)
Proficient in Active Directory
Knowledge of network basics
Knowledge of VPN basics
Excellent communication, written and verbal are vital
Excellent customer service skills are vital
College or Technical Institute degree in Information Technology or other related discipline required.
CompTIA Network+/Security+/A+, or MS365 role-based certifications an asset
Customer service, especially with inbound phone contact

Job Types: Full-time, Permanent

Benefits:

Paid time off
Work from home

Schedule:

8 hour shift

Experience:

IT Help desk: 2 years (required)
Office 365: 1 year (required)

Work Location: Remote

Flexis

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IT Helpdesk Analyst

IT Helpdesk Analyst