Support and Training Analyst

Information Technology / Technologie de l’information Mississauga, On


Description

Position Summary:

Reporting to the Manager, Business Process Management, the Support and Training Analyst will provide support and training to Technicians and back-office staff on the Field Service Management System (FSMS).

Responsibilities:

  • Triage incoming support tickets and assign tickets to appropriate team member
  • Complete assigned support tickets in a timely fashion while delivering excellent customer experience
  • Provide phone support on the use of the FSMS
  • Deliver training to Technician and bac-koffice staff on the use of the FSMS
  • Create training, reference material, and other documentation for users
  • Assist in system updates, testing and implementations
  • Assist in data analysis, data migration, and data loads
  • Perform other duties as assigned by Management

 

Qualifications

  • Strong oral and written communication and presentation skills
  • Strong computer literacy with solid skills in Microsoft Office tools, especially Excel (pivot tables, vlookups, etc.)
  • Can-do attitude and ability to work independently
  • College diploma or University degree in Computer Science, Engineering or related field
  • Knowledge of SQL an asset
  • Experience in support and training an asset
  • Experience with Field Service Management Systems or Computerized Maintenance Management Systems (CMMS) an asset