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help desk analyst
Posted on October 21, 2024 by Employer details DLA Piper (Canada) LLP
Job details
DLA Piper is a global law firm with lawyers located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific, positioning us to help companies with their legal needs around the world. Our mission is to be the leading global business law firm. DLA Piper (Canada) LLP is one of Canada?s leading law firms with a team of innovative, proactive and dedicated lawyers, administrative and support staff who serve our clients in Canada and around the world. As one of British Columbia?s Top Employers from 2007 to 2024, we offer competitive salaries and benefits including a generous, top-rated employee pension plan. If you are talented in providing unprecedented customer service, are enthusiastic and a team player, we are looking for you. We are currently looking for a *Help Desk Analyst* to join our ITdepartment and invite you to review the job description. The Help Desk Analyst is responsible for providing exceptional customer support for all lawyers and support staff in all offices across Canada. This role assists DLA Piper (Canada) LLP users (internal clients) with all hardware and software support questions and assists with troubleshooting technical issues in order to maintain client satisfaction and productivity?. _*Duties & Responsibilities*_ * Provide first-level technical support to internal clients in a courteous and friendly manner via various channels, including phone, IT service portal, email? and in-person, ?addressing inquiries and troubleshooting IT-related problems.? * Monitor, track and document support requests using a ticketing system, ensuring accurate and ?timely ?resolution of issues while maintaining clear communication with internal clients. * Provide onsite and remote technical support as required for corporate software, business tools (e.g. support of Document Management Systems?), enterprise applications, desktops, laptops, mobile devices, network printing, meeting room audio/visual equipment?, etc. * Provide basic network troubleshooting, including connectivity issues, password resets, and ?network printer ?configurations. * Exercise good judgment to assess and escalate requests appropriately, collaborate with other IT team members to resolve complex technical problems, follow-up with clients to ensure resolution is complete and timely. * Install, configure, and upgrade computer hardware, software, and operating systems, ensuring ?compatibility and ?adherence to organizational policies and procedures.? * Maintain an up-to-date inventory of IT assets, tracking hardware and software licenses, and ?assisting with asset lifecycle ?management activities.? * ?Assist in user on-boarding and off-boarding processes, including setting up user accounts, ?configuring access rights, ?and providing necessary training and support.? * ?Stay informed about emerging technologies and industry trends, continuously expanding ?technical knowledge and ?skills to enhance service delivery and provide excellent support.? * Develop an understanding of the user environment and maintain technical knowledge. * Contribute to the development and improvement of IT support processes and procedures, ?suggesting proactive ?measures to minimize future incidents and improve efficiency.? _*Knowledge, Qualities & Experience Required*_ * Proven experience in providing technical support in a IT Service Desk or similar role with a minimum of 3-4 years of experience. * ?High school diploma or equivalent; additional technical certifications, degrees or diploma in Computer Technology or IT-related ?fields are a plus.? * Proven problem-solving and analytical skills, with the ability to quickly understand and diagnose the problem, visualize and deliver creative solutions. * Excellent customer service and communication skills (verbal and written)?, with the ability to explain technical concepts ?to non-?technical users in a clear and concise manner.? * Self-motivated and able to work both independently and collabo- LocationVancouver, BC
- Workplace information On site
- Salary$60,000 to $75,000YEAR annually
- Terms of employment Permanent employmentFull time
- Starts as soon as possible
- vacancies 1 vacancy
- Source indeed.com #9495459505
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