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Key responsibilities:
Primary contact for end-users needing technical assistance
Record, track and monitor incidents and service requests (Voice, e-mail and walk ups) through to completion
Provide an accurate record of each incident/service request/outage
Provide initial assessment, troubleshooting and information gathering, with a focus on first point of contact incident resolution
Escalate and coordinate support for unresolved technical issues to the appropriate support team following defined escalation procedures
Provide status and general IT service outage communications to end users
Mandatory Requirements:
Relevant 2 year Technical diploma/degree with 2 years experience
Excellent Customer Service skills
Excellent English communication skills both verbal and written
Proven experience in the areas listed in the Key Responsibilities above
Ability to quickly learn and understand new technology and applications
Exceptional analytical and troubleshooting skills
Experience working in a corporate help desk/service desk environment - with leadership, mentoring, or training of help desk analysts being considered an asset
Experience working with Knowledge Management and Knowledge engineering, Process/procedures authoring, and continual service improvement
Understanding and experience with ITSM processes and quality methodology (such as ITIL)
Other Preferred Skills:
ITIL v3 Foundations Certification
A+ Certification
Computer and Technology Knowledge
- Windows
- Word processing software
- Internet
- Hardware
- Applications - desktop
- Office Suites
- Mail server software
Essential Skills
- Writing
- Working with others
- Critical thinking
- Job task planning and organizing
- Computer use
- Continuous learning
Credentials (certificates, licences, memberships, courses, etc.)
- A+ Certification
Specific Skills
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Consult user guides, technical manuals and other documents to research and implement solutions
- Provide advice and training to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Work Setting
- Help desk