Overview
Help Desk Analyst [Hybrid, or Remote] Jobs in Markham, ON at ScalePad
Full job description
We’re Hiring!
We’re looking for brilliant thinkers to join our #Rocketeers. If you’ve ever wondered what it’s like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.
What is ScalePad?
ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.
Our success is no accident: ScalePad provides MSPs of every size with the knowledge, technology, and community they need to deliver increased client value while navigating the continuously changing terrain of the IT landscape. With a suite of integrated products that automate and standardize MSP’s operations, analyze and uncover new opportunities, and expand value to clients, ScalePad is equipping the MSP adventure.
ScalePad has received awards such as MSP Today’s Product of the Year, G2’s 2024 Fastest Growing Product, and 2024 Best IT Management Product. In 2023, it was named a Best Workplace in Canada by Great Place to Work™. ScalePad is a privately held company serving over 12,000 MSPs across the globe.
You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.
Your mission should you choose to accept it.
Join our dynamic team as a Help Desk Services Specialist, where you’ll play a pivotal role in ensuring our clients receive exceptional support across our core services: Warranty Services, Workstation Assurance, and IT Asset Disposal. You’ll work in a fast-paced environment, collaborating closely with our dedicated team and third-party partners to deliver outstanding service.
Responsibilities.
Provide exceptional Tier I technical support across our core services, addressing client inquiries via phone, email, live chat, and other channels.
Monitor, triage, and escalate incidents and requests, ensuring timely and effective resolution.
Collaborate with third-party vendors and internal teams to coordinate service delivery, including warranty coverage, workstation replacements, and IT asset disposal.
Apply best-practice troubleshooting techniques to identify and resolve technical issues, ensuring client satisfaction.
Accurately document incidents, actions taken, and follow-ups in our ticketing system.
Keep clients informed of progress and status updates throughout the resolution process.
Assist with new projects as assigned, contributing your expertise and creativity to drive success.
Contribute to the enhancement of Support Center metrics, KPIs, and internal documentation.
Qualifications.
Minimum of 1 year in a customer service role, with a focus on IT support preferred.
Strong understanding of IT concepts, with the ability to explain complex topics clearly and concisely.
Exceptional verbal and written communication skills in English, with the ability to empathize and connect with customers.
Analytical mindset with a passion for solving open-ended problems.
Ability to quickly learn and adapt to new technical products and environments.
Proven ability to multitask, manage time effectively, and work efficiently in time-critical situations.
Meticulous attention to detail, ensuring accuracy in all task…
Title: Help Desk Analyst [Hybrid, or Remote]
Company: ScalePad
Location: Markham, ON
Category:
