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full time SharpSchool Helpdesk Support Associate (Web Application) (Downtown Toronto)

at Jobs in Toronto in Toronto

As a SharpSchool Help Desk Support Associate you will provide first-level support to customer end-users on a variety of issues related to the web applications they are using. You will identify, triage and resolve web application problems. You will professionally respond to telephone calls, emails, and personnel requests for web application support, you will be responsible for tracking and monitoring open problems to insure service level standards are met.
Duties and Responsibilities:
• Primary responsibility will be to provide end-users with a first point of contact. You will identify, triage and resolve web application problems for end-users
• Build partnerships with customers by regularly demonstrating a high level of expertise and professionalism.
• Provide general user training and/or support on any installed (in-house developed as well as off the shelf) applications as required.
• Ensure procedural documentation is current for all new installs, updates, contact information, and/or other system related events.
• remotely assist staff with technological problems in the field; helping clients in the office
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Develop help desk standards for operating procedures; accurately log all help desk incidents using call-tracking software.
• Become familiar with client policies, services, and staff.
• Ensure timely escalation of problems by documenting actions taken.
• Candidate must be flexible to work a 9 am onward or a noon onward shift as well as US holidays
• High school Diploma
• 1-4 years of troubleshooting experience in a web-based environment
• Experience with supporting web applications
• Ability to learn and support new applications.
• Working knowledge of HTML is a plus
• Excellent customer service and team player is a must
Please send:
1) Your resume and
2) Salary Expectations

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Published at 05-09-2012
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