Development Opportunities: Help Desk Analyst

Name: Melanie Novak

I joined the Help Desk team August 2006. Prior to that I worked for three-month as a Help Desk analyst and three months providing desk side support on a contract basis. I graduated with an A.E.C. in Microcomputer and Networking Systems.

My role

As a Help Desk Analyst, I provide support on a first-contact bases with my clients. If a client's request is demanding support that is within my capabilities, I'm able to resolve the issue immediately. If not, I escalate the issue to the appropriate support group. Every day I encounter many issues concerning a wide range of applications involving mainframe, communication, networking, hardware and software.

The people

I am part of a team who appreciates the value of providing good customer service. We all strive to gain as much knowledge as we can since it's very important to share the most current information. As a team, I appreciate all I can learn from my co-workers, and their willingness to share their knowledge with me.

Challenges

Dealing with applications that I don't handle on a daily basis can be a challenge since I have to research on-the-spot for an answer. With issues that rise frequently, troubleshooting techniques become second nature. Each day can be quite different. Challenges appear from disgruntled clients, unheard of issues, systems crashing, unusual requests, and high call-volume. You have to be flexible.

My personal contribution

Clients appreciate friendly service, which I strive to provide because I know how important it is to them. The result of my efforts are revealed immediately when I have a client that shows their appreciation by thanking me for my time and effort for a job well done.

Why did I apply for this job?

When I heard that CN was looking for Help Desk analysts I knew I had to apply for the position. I wanted to join a company that had solid internal IT support and find a place where I could grow and develop a career path.