Helpdesk Support Analyst - Saskatoon

Job content

Reporting to the Manager of Information Technology Support, you will be responsible for providing front line support to the end users for all standard applications and hardware provisions. The role is a combination of email, remote and telephone support. The individual will work with a group of IT staff members across the firm and escalate issues to other IT staff as required.

Responsibilities Include:

• Ensuring that all customer details are logged and tracked in the corporate ticketing system
• Providing a high quality of customer service and timely escalation of end users’ trouble tickets
• Demonstrating a high level of technical ability while troubleshooting end users’ issues and ensuring that sufficient details are collected prior to next level escalations
• Ensuring customer satisfaction by handling all requests promptly and courteously and by following up with customers when necessary
• Building and deploying end user hardware and peripherals
• Potential for after hours work may be required
• On-call front line support on a rotational schedule
• Working flexible hours to ensure coverage of multiple time zones
• Other duties as required to assist the IT team as directed by management

Qualifications Include:

• Post-secondary education in a technology-related discipline combined with 2-5 years of related experience
• Microsoft Office 365/2016
• Microsoft Windows 10
• Printer and Scanner knowledge (Canon, HP, Brother, Epson)
• Mobile device management
• Proven customer service skills
• Excellent documentation skills
• Fast learner in a dynamic environment
• Active Directory fundamentals and user management
• Understanding or certification of ITIL principles an asset
• Service Desk + experience considered an asset
• Knowledge of Document Management systems considered an asset
• Previous legal experience considered an asset
• Ability to communicate technical information to non-technical users and acquire technical information from those who cannot explain the problem clearly
• Ability to multi-task and stay calm under pressure. Must be able to handle ongoing problems, multiple troubleshooting tickets, and deadlines service-level agreements
• Must be able to self-manage and work with a remote team
• Must be well versed in ticketing systems for tracking incidents
• Must consistently bring energy and focus to work
• Experience deploying assets as part of past upgrade projects
• Exceptional communication and interpersonal skills
• Follow instructions with minimum supervision and be able to thrive in a fast-paced and professional team environment
• A client focused approach and commitment to providing exceptional service to internal and external clients

We Offer:

• A competitive salary
• Comprehensive coverage for health and wellness benefits
• Access to group savings plans and investment options
• Options for flexible work agreements and vacation coverage

Our Diversity Statement

MLT Aikins is an equal opportunity employer and is committed to building an inclusive and diverse work environment. Our principles of diversity, equity and inclusion create a space for everyone to collaborate, allowing us to deliver excellent and increasingly innovative legal service to our clients. Please note that only the candidates selected for interview will be contacted.

We encourage individuals of a diverse group to apply to our job postings when they become available. If this sounds like you, please submit your resumé and cover letter.