Overview

AMI (Application Management Inc.) Helpdesk Analyst Contract in Calgary, AB

AMI (Application Management Inc.)

Branch Calgary AB CA

Position:
Helpdesk Analyst
Location:
Calgary, AB

Provide direct technical support to end-users to troubleshoot problems in an efficient and effective manner. This position liaises with the appropriate internal…

We are currently looking for a Helpdesk Analyst to work a 1 year long contract with our client in Calgary starting Jan 15, 2018. To be eligible, you must have the required skills sets and be local to Calgary. This position requires 24/7 comprised of an 6 week shift work cycle (days, afternoons & overnights)

The Customer Service Analyst is the primary point of contact for CPM Retail end-users with IS-POS related queries. This position is responsible for a wide variety of support, training, and maintenance activities. The Customer Service Analyst supports CPM Retail locations in the day-to-day fulfillment of user assistance requests, investigation of incidents, and troubleshooting. This position supports the core end-user POS equipment, peripherals, end-user computing devices, and productivity software, resolving situations as they arise. The Customer Service Analyst is familiar with queue management techniques to ensure prompt and efficient service and can manage access control to remote systems. This position liaises with the appropriate internal/external support teams and third parties vendors for support and escalation.

Responsibilities:

  • Provide direct technical support to end-users to troubleshoot problems in an efficient and effective manner
  • Log all incoming calls in an Incident Management tool and resolve and / or escalate calls as required, managing the full life-cycle of all service requests
  • Ensure that knowledge entries in the support knowledge-base are up to date and consistent in structure and quality
  • Provide ad hoc training to Retailers and their staff for operation of the POS system
  • Upgrade POS systems with new releases of software
  • Stage, configure, and deploy POS hardware and peripherals to new sites and for end of life replacement
  • Support business projects or changes in business practices with remote configuration changes to POS systems
  • Perform security and access control activities such as PCI maintenance, active directory accounts, local user privileges, etc.
  • Research and recover transactions that did not process correctly or were disputed by customers

Must haves:

  • 2-5 years of experience providing direct technical support to end users via telephone or e-mail to troubleshoot problems in an efficient and effective manner
  • Experience logging incoming calls in an Incident Management tool and resolving and / or escalating calls as required
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience in effectively interacting and communicating with business end users
  • Must have a proven track exemplary customer service and the ability to exercise good judgement, within established procedures and policies
  • Strong documentation skills and keen attention to detail
  • Strong ability to work independently as well as contributing within a team environment

Nice to haves:

  • Experience working with IS in an oil and gas domain * College diploma or university degree in business or information systems
  • Knowledge of POS environments
  • ITIL Foundations
  • Experience in prioritizing and allocating incidents and queue management
  • Experience in access control activities such as active directory accounts, local user privileges, etc.

Job Type: Contract

Job Location:

  • Calgary, AB

Required experience:

  • a POS System: 2 years
  • Technical Support: 5 years
  • oil and gas IT/IS: 2 years

or proceed with Standard Application Form.

Employment Type: Freelance
Location: Calgary, AB, CA
Posted on: 2018-01-11
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