Helpdesk Analyst


Ontario, Canada

Full time

Data + Analytics


Aug 28

Main Responsibilities

  • Field incoming help requests from end-users via both telephone and e-mail in a courteous manner.
  • Build rapport and elicit problem details from help desk customers.
  • Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology; communicate solutions to end-users.
  • Respond to more complex issues (second line support) escalated by the first line support-using problem-solving skills and analysis to identify root causes of issues, determine course of action, and propose creative solutions.
  • Escalate priority support issues to senior staff and/ or corporate technology groups
  • Collect and document all relevant information prior to escalation to allow senior staff t operate efficiently
  • Document, track, and monitor problems to ensure timely resolution.
  • Assist in tracking helpdesk calls pertaining to application, networking, and systems problems and issues.
  • Promote a high level of customer satisfaction through proper telephone techniques and respond with an elevated level of urgency to user problems to ensure that timely and cost-effective solutions are provided.
  • Correct application issues, solve network and security problems and identify common PC software and hardware problems.
  • Provide hardware support for end-user equipment, such as installing replacement hardware or upgrading hardware.
  • Support Software/Hardware on equipment such as Scanners, Copiers, Printers, Monitors and other peripherals.
  • Assign username, password and access permissions for multiple proprietary applications, and client software.

Education and Experience Required

  • A technical diploma and a minimum of 2-3 years’ experience providing support in a similar environment.
  • Hardware maintenance and repair
  • Strong analytical and troubleshooting skills
  • Must be well organized and able to grasp system concepts and communicate their applications.
  • Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks.
  • Ability to manage multiple demands with time related constraints in a fast-paced environment.
  • Prioritize and schedule work as necessary to maintain department standards and service level agreements
  • Ability to speak effectively before groups of internal employees, communicate technical information, create, and deliver presentations and information sessions to both technical and nontechnical personnel.
  • Demonstrated experience in applying technical expertise and in-depth evaluation to solve complex problems in own area of expertise.
  • Ability to create and maintain documentation and training materials, including KB articles, for technical staff and end-user audiences.
  • Capable of organizing projects effectively to achieve the desired results.
  • Strong interpersonal and communication skills.
  • Excellent analytical and problem-solving skills.
  • Bilingual (English/French) is required.

Decision Making and Supervision

  • Work under minimal supervision.
  • Make decisions and recommendations requiring analysis and interpretation within established procedures.

Working Conditions

  • Generally comfortable working conditions with lifting and onsite installations.
  • Moderate visual concentration in use of video display terminal.
  • Occasional overtime required.

The successful candidate must be able to work in Canada and obtain clearance under the Canadian Controlled Goods program (CGP) and Canadian Secret Clearance.

At Telesat, we take pride in being an equal opportunity employer that values equality in the workplace.  We are committed to providing the best candidate experience possible including any required accommodations at every stage of our interview process.  All qualified applicants that have been selected for an interview that require accommodations, are advised to inform the Telesat Talent team accordingly. We will work with you to meet your needs.  All accommodation information provided will be treated as confidential.

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