Service Desk Technician/End User Support

Description

• Perform post-resolution follow ups with Level I Technicians as required.
• Apply diagnostic utilities to aid in troubleshooting.
• Manage an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Respond to emails and answer calls for support
• Build rapport with service desk customers.
• Using our ticketing system, record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Support Software/ Internet/Intranet to aid in problem resolution.
• Escalate problems (when required) to the Service Desk Manager/exp infrastructure services/exp Network Services
• Work with end users to identify and deliver required PC service levels.
• Provide guidance to junior members of the team as required.
• Reinforce SLAs to manage end-user expectations.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• If necessary, liaise with third-party support and PC equipment vendors.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Perform preventative maintenance at the end user level
• Develop help sheets and FAQ lists for end users.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Assisting in providing Level I Support
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Requirements

• Experience with desktop and server operating systems.
• Strong documentation skills.
• Keen attention to detail.
• Highly self-motivated and directed.
• 3 years equivalent work experience
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Preference is given to candidates with strong language skills in both French and English.
• Ability to absorb and retain information quickly.
• Working knowledge of a range of diagnostic utilities.
• Proven analytical and problem-solving abilities.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Experience working in a team-oriented, collaborative environment.
• Ability to present ideas in user-friendly, business-friendly and technical language.
• Extensive application support experience with various Microsoft software products.
• Knowledge of advanced computer hardware, including PC’s and servers.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Ability to conduct research into a wide range of computing issues is required.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Exceptional customer service orientation.

Benefits

• 40-hour on-site work week.

Training + Development

Interview process

Visa Sponsorship

Security clearance