Job Title: Service Desk Technician
Type: Contract to Perm
Duration: 3 to 6 months
Star date: Mid-November
Hours: 8am to 5pm, Monday to Friday
Location: Mississauga (Occasionally required to visit other locations within 1 mile)
Our client is looking for a Service Desk Technician for a 3-month contract with a high possibility of becoming permanent.
Act as a single point of contact in a lab for phone calls and emails from staff regarding IT issues and requests;
Ensure that for every call and/or reported event a ticket is created in OTRS (following the KGDs / SOPs) in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage;
Verify user contact and asset information, categorize ticket accurately, and populate ticket with a full description of the event in OTRS. In case the ticket may be transferred to another group strictly stick to corporate language (English); Manage local operations in the lab – being very flexible and support M&A transitions;
Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested.
Enter all troubleshooting performed and, if applicable, the resolution.
Escalate tickets to the appropriate support group if required (following the KGDs/SOPs) (critical escalation has to be done by telephone /WebEx/face-to-face – not by email, and the IT Service Desk Manager and RIM has to be informed). Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents are resolved. For critical outages the SOP for communication has to be followed strictly; If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support team including the IT Service Manager;
Provide timely, first call resolution to technical support issues while following company standards (KGDs/SOPs);
Identify, install (follow the KGDs/SOPs (especially the “IT Infrastructure Naming Convention” and “Setup of Standard PC”), repair, and resolve any pc hardware, printers, mobile or similar devices or software failures within the Clients enterprise following company standards (KGDs/SOPs); Central provision of applications with Citrix XenApp and more and more give this to CoC Workspace Management (who will provide this via RES);
Maintain a high degree of customer service for all support requests;
Record support incidents and requests in our OTRS service management system, monitor and manage the Service Desk ticket queue and document solutions using our knowledge management system;
Participate in coordinating messages sent on behalf of the Service Desk pertaining to unplanned service disruptions and show initiative by offering suggestions for improvement of service delivery (i.e. reduce downtime, improve response time, process improvements, etc.);
Support for Microsoft Office products in our enterprise environment;
Report to the IT Service Desk Manager on any issue that could significantly impact the business;
Perform special projects as assigned/required and improvement of processes;
Maintain updated knowledge of computer hardware and software;
Work well within and with other (cross-functional) teams.
Excellent written and verbal communication skills. Must be able to communicate with individuals with all levels of technical and non technical skill sets (i.e. Developers, Project Managers, and external Customers);
The ability to work independently and as part of a team with a courteous and professional attitude;
Excellent time management and prioritization skills;
Software troubleshooting ability for problem research and error isolation;
Good listening skills; problem-solving and the ability to handle multiple projects/clients at once in a fast-paced environment;
The ability to handle objections and counter professionally;
Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges;
Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency;
Expertise in Microsoft Office: Outlook, Word, Excel, PowerPoint;
Must have experience working with PC based hardware, software and networking components;
The ability to lift up to 20 pounds.
Undergraduate degree in IT or equivalent industry certifications
Three (2) years of experience with Information Technology hardware and software support
The position is full-time, Monday-Friday, 8 a.m.- 5 p.m., with overtime as needed