Help Desk Analyst

Keeran Networks is a rapidly growing Managed Services Provider headquartered in Edmonton. We have an excellent team, great work environment and wonderful clients to work with. We are currently seeking a full-time Help Desk Analyst to be based in our Edmonton office.

As a Managed Services Provider, we tend to be exposed to more technologies than most internal IT positions, and we certainly support a broader variety of network environments. The pace and demands of our environment are also much greater than an internal IT position. The successfully candidate will be a highly organized individual who is a great communicator.

•    Provide front line support to clients from many different industries, ranging from dental offices to car dealerships
•    Interact with clients remotely via telephone (80%) and in person at their locations (20%)
•    Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment
•    Work with vendor support on behalf of our clients to ensure their support issues are resolved
•    Focused on completing a higher volume of tickets, the majority of which should be possible to complete in on hour or less
•    Escalate tickets to tier 2 as required, and ensure that all steps have been properly documented before escalating
•    Use, update and contribute content to our internal knowledge base
•    Client site visits to resolve issues within skillset
•    Implementation projects as required and able, such as desktop deployments
•    Maintain a calm and professional attitude even when dealing with stressful situations
•    Earn the trust and respect of clients
•    Works on obtaining industry certifications to further career path
•    Time entry in real time
 

•    Education: 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute
•    Preference will be given to candidates who have previous been employed at a Managed Services Provider
•    Experience with Windows desktop and server support and networking
•    Strong and effective oral and written communicator 
•    Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
•    Professional, responsive, and positive work attitude is essential
 

 NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.