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Help Desk Analyst (Visit Golder Associates Ltd.)
Location: Calgary, AlbertaCompany Name: Golder Associates Ltd.
http://www.golder.com
Email resume to: human_resources@golder.com
Contact Phone: (403) 299-5600
Contact Name: Heather Douglas
Company Description:
At Golder Associates, we strive to be the most respected global group specializing in ground engineering and environmental services. Employee-owned since our formation in 1960, we have created a unique culture with pride in ownership, resulting in long-term organizational stability. Our professionals take the time to build an understanding of our clients’ needs and of the specific environments in which they operate. Golder has experienced steady growth in the number of people we employ and our technical capabilities. We now employ over 4,500 people who operate from more than 130 offices across Africa, Asia, Australia, Europe, North America and South America. In Canada, Golder Associates Ltd. has been consistently named as both one of Canada’s 50 Best Employers and as one of Canada’s 50 Best Managed Private Companies.
Job Description:
At Golder Associates, we strive to be the most respected global group specializing in ground engineering and environmental services. Employee-owned since our formation in 1960, we have created a unique culture with pride in ownership, resulting in long-term organizational stability. Our professionals take the time to build an understanding of our clients’ needs and of the specific environments in which they operate. Golder has experienced steady growth in the number of people we employ and our technical capabilities. We now employ over 4,500 people who operate from more than 130 offices across Africa, Asia, Australia, Europe, North America and South America. In Canada, Golder Associates Ltd. has been consistently named as both one of Canada’s 50 Best Employers and as one of Canada’s 50 Best Managed Private Companies.
Description: The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
DUTIES & RESPONSIBILITIES:
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue • Build rapport and elicit problem details from help desk customers • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution • Apply diagnostic utilities to aid in troubleshooting • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution • Identify and learn appropriate software and hardware used and supported by the organization • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications • Install anti-virus software • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals • Test fixes to ensure problem has been adequately resolved • Perform post-resolution follow-ups to help requests • Evaluate documented resolutions and analyze trends for ways to prevent future problems • Develop help sheets and frequently asked questions lists for end users
Job Requirements:
EDUCATION:
• College diploma or university degree in the field of computer science or information technology • Optional: Certifications: MCSE, A+, MOUS, HDI, ITIL and Cisco
EXPERIENCE:
• 2-5 years Help Desk work experience.
SKILLS REQUIRED FOR THE POSITION:
• Exceptional written and oral communication skills; presenting ideas in user-friendly language with a focus towards customer service • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills • Highly self motivated and directed with the ability to work in a team-oriented, collaborative environment • Proven analytical and problem-solving abilities with the ability to effectively prioritize and execute tasks in a high-pressure environment • Knowledge of basic computer hardware, including workstations, monitors, notebooks/laptops, printers and peripherals • Experience supporting desktop operating systems and applications: Windows XP, Microsoft Office 2003, Virus and Spyware protection software • Solid understanding of, and work experience with Active Directory and Exchange 2003 • Working knowledge of a wide range of remote connection applications including VNC, Dameware, Remote Desktop Connection, Terminal Services, VPN and Citrix - Second language would be considered an asset Interested applicants are encouraged to apply on-line at www.golder.com in the Career/Canada section. No phone calls please, only those candidates whose background closely matches the opportunity will be contacted for an interview. Competition will close when a suitable candidate is found Thank you for your interest in Golder Associates Ltd.
Help Desk Analyst (Visit Golder Associates Ltd.)
Submitted by: golder
Hits: 35
Added: Tue Sep 11 2007