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Temporary Help Desk Analyst in Vancouver at Impark

Date Posted: 7/16/2018

Job Snapshot

Job Description

Impark with over 9,200 employees and management contracts over North America, is one of North America’s largest parking operators. Our goal is to continue to develop and expand both our Company along with the lives our customers and employees.

Here at Impark, our success is defined by our corporate culture and the associated values inside our corporate culture. These unique values are exemplified in our day to day business and in lives of our employees. Here at Impark we strive to…

Create Positive Energy…Inspire, Teamwork & Believe in others as we work together towards accomplishing a best in class experience for our clients, customers and for each other.

Be a Trailblazer…Be Bold, Open-minded & Entrepreneurial towards new ideas and challenges that we face in our day to day business operations. 

Be Admirable…Respectfulness, Straightforwardness & Accountability to our clients, customers and to each other.

We are currently seeking a Temporary Help Desk Analyst (February - July) to join our growing IT team located conveniently in Downtown Vancouver. In this role you will be responsible for superior first level client support including telephone and email follow up and documented issue resolution. This includes troubleshooting software, hardware, network and other issues for all Impark clients by performing question/problem diagnosis and guiding users through step-by-step solutions in a Help Desk environment.

What you will do:

•       Liaise with the Level two Customer Care team and other IT team members on application and system issues.

•       Open, monitor and resolve tickets in a timely fashion, meeting or exceeding defined service levels while providing quality solutions.

•       Document all actions and solutions within helpdesk tickets and update the technical details within operational procedures as appropriate.

•       Ensure customer satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolved.

•       Participate in team meetings and identify outstanding issues and areas for improvement.

•       Adhere to Impark processes, procedures, standards and methodologies (a basic understanding of Incident and Change Management is required).

•       Develop an understanding of the user environment and maintain technical knowledge.

•       Exercise good judgement to assess and escalate request appropriately.

•       Other duties as assigned

You’ll be a great fit as a Help Desk Analyst if you have:

•       Experience in an IT Help Desk Environment

•       3+ years customer service oriented role.

•       Ability to remain proactive within time-sensitive and fast-paced environment.

•       Strong understanding of technology basics, specifically:  Windows, MS Office Suite, PC Hardware, LAN/WAN, Security Concepts, Endpoint Protection, Printing, mobile technology, Citrix, Image deployment.

•       Experience in a team environment including working closely with other IT teams

•       Experience in a shift environment and understand escalation process.

•       Experience in working in a support level environment where support tickets are generated and closed in a timely fashion.

•       College Diploma or Post-Secondary Education in an IT related program

•       Professional certifications such as Microsoft, Help Desk Institute Customer Support Specialist (CSS) , Help Desk Analyst (HDA) , A+ certificate, etc. would be an asset

•       Exceptional communication skills (verbal and written)

•       Strong interpersonal skills including the ability to effectively collaborate with a wide range of personalities

•       Ability to maintain information in confidence and exercise good judgment           

If you describe yourself as an enthusiastic team player possessing a high level of integrity and a desire to make a significant contribution, we invite you to apply for this opportunity.