Help Desk Analyst

Description

Impark, with over 3,500 employees and management contracts in 32 cities in North America, is one of North America’s largest parking operators. Impark is a growing parking management company with a diverse workforce and an environment that fosters both personal and career growth. Our goal is to continue to develop and expand both our Company and our people.

At Impark, successful people are those individuals who believe, as we do, that people make the difference when it comes to customer service and innovation. We offer a competitive benefits package and exciting perks such as educational assistance, and RRSP Savings Program.

We are a seeking a Help Desk Analyst for our Vancouver team. 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.

Duties & Responsibilities:

• Communication:  Deliver exceptional customer service including a passion to go above and beyond client expectations. Communicate effectively with clients gathering necessary information to resolve and/or facilitate resolution of a wide range of IT issues.  Liaise with the Level two Customer Care team and other IT team members on application and system issues.
• IT Support:  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).
• Other duties as assigned.

Skills and experience:

• Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS), Help Desk Analyst (HDA), A+ certificate, etc.
• Working in an IT Help Desk Environment 3+ years and has a customer service oriented role.
• Strong understanding of technology basics, specifically:  Windows, MS Office Suite, LAN/WAN, Printing, mobile technology,Citrix, Image deployment
• Working in an environment requiring constant and clear communication (verbal and written).
• Working in a team environment including working closely with other IT teams
• Exceptional communication skills (verbal and written).
• Customer-focused and results-oriented.
• Strong interpersonal skills including the ability to effectively collaborate with a wide range of personalities.
• Enjoy working with detailed technical information and hands-on technology.
• Ability to maintain information in confidence and exercise good judgment.
• Knowledge of French and/or Spanish is an asset.