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Purpose of the position: The Desktop Support Analyst has overall responsibility for endpoint support for the Banks staff. This position is responsible for the Banks technical support function and for employees seeking technical endpoint assistance either virtually, in-person or via email. The Desktop Support Analyst provides troubleshooting and diagnostic support for all endpoint related technology products that are utilized by employees at the Bank.
Responsibilities:
Provides customer service and support to employees at the Bank.
Assists customers seeking technical assistance with endpoint systems.
Addresses and resolves incoming tickets from users regarding hardware, software, and network issues.
Records events and problems and their resolution in tickets.
Performs remote troubleshooting through diagnostic techniques and pertinent questions.
Determines the best solution based on the issue and details provided by customers.
Guides the customer through the problem-solving process.
Directs unresolved issues to the next level of support personnel.
Passes on any feedback or suggestions by customers to the appropriate internal team.
Follows-up and updates customer status and information.
Provides accurate information on IT products or services.
Uses professional writing skills to create and improve documentation of processes and systems.
Assists with technical equipment and technical user training required by employees at the Bank:
Sets up and deploys IT equipment for new employees
Guides users through computer onboarding and upgrading processes
Trains employees on effective operation of hardware and software
Helps manage inventory of endpoint IT equipment
Minimum Qualification's:
Successful completion of post-secondary education in the field of computer science or equivalent combination of education and experience
ITIL Foundations certification would be considered an asset
3 years experience as a help desk technician or other customer.
Computer and Technology Knowledge
- Windows
- Hardware
- Networking software
- Networking hardware
- Applications - desktop
Essential Skills
- Reading text
- Document use
- Writing
- Oral communication
- Working with others
- Decision making
- Critical thinking
- Job task planning and organizing
- Computer use
- Continuous learning
Credentials (certificates, licences, memberships, courses, etc.)
- A+ Certification
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