Help Desk Officer

JOB SUMMARY: HELP DESK OFFICER

The Help Desk Officer acts as the first point of contact to resolve clients’ technical and functional
issues. The individual must have good customer and personal interaction and communication
skills and work well in a team environment. The Officer will be required to interact and
coordinate with software developers and other team members daily to resolve clients’ issues as
required. They must have good project/task/time management skills and the flexibility to adjust
quickly to different tasks, to provide support and technical advice to clients via phone, email or
the ticket system.

RESPONSIBILITIES:
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records.
• Resolves technical problems and answer queries by telephone/online/email in support of
external customer computer hardware, software, network.
• Maintains and updates records on the Help Desk system.
• Alerts management to recurring problems and patterns of problems.
• Acts as the single-point-of-contact (SPOC) for helpdesk/support issues with escalation as
required to resolve client concerns in the shortest possible time.
• Proper documentation skills for escalated items.
• Maintains KPIs of 99% answered calls, online help desk or emails per day and
acknowledge/respond to queries within 30 minutes of receipt.
• Engage in continuous learning and researching of new functionality in our products, in
conjunction with scheduled training sessions, to be well equipped for the job.
• Displays outstanding customer service skills when interacting with internal and external
customers.
• Other related tasks and duties as assigned.

QUALIFICATIONS:
• Bachelor’s degree in Information Systems, Computer Science or related fields.
• Strong analytical and critical thinking skills
• Good oral and written communication skills.
• Knowledge of SQL and databases will be an asset.
• Excellent customer interfacing, communication and interpersonal skills.
• Must possess strong values of integrity, honesty and confidentiality
• Ability to work flexible hours.
• Experience with helpdesk support and HR and Payroll software will be an asset.
• Knowledge of SDLC concepts and Data Flow Diagrams will be an asset.
• Bilingual (Spanish or French) speaker will be an asset