Job Description

Job Title: Service Desk
Job ID: 61480
Location: Richmond, British Columbia

Overview:
The main function is to research, design, develop, and test computer or computer-related equipment for commercial, industrial, military, or scientific use. A typical desktop technician is responsible for supervising the manufacturing and installation of computer or computer-related equipment and components.

What you will be doing:

Work is generally supervised and performed in accordance with established objectives and guidelines. Technical guidance is provided by the Team Lead or Manager.

The Service Desk Agent takes some independent actions regarding assigned work. Decisions are typically made within established guidelines. You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.

Using the corporate Service Management tool, you will provide exceptional first-level technical and user support via telephone, email, and other online-based or remote-control tools in a timely and courteous manner.

Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets.

Use customer service skills to communicate with end users clearly and effectively in English and/or French languages, using corporate telephony and messaging tools.

Perform analysis, troubleshooting, and resolution of end-user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required.

Perform basic analysis, troubleshooting, and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required.

Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, and Office 2016/O365 administration.

Continually maintains and upgrades technical capabilities and knowledge.

Creates and maintains Service Desk procedures, user guides, and support documentation.

Participates in technical testing and projects as directed.

What you must have:

Should have functional knowledge of ITIL best practices and stay abreast of new technologies.

Must be a good team player with the ability to work well with others and demonstrate a professional demeanor.

Strong analytical and problem\xe2\x80\x93solving skills with the ability to identify root causes.

Verbal and written communication skills, problem-solving skills, customer service, and interpersonal skills.

Strong ability to work independently and manage one\xe2\x80\x99s time.

Strong mentoring skills necessary to provide support and constructive performance feedback.

Strong knowledge of circuit boards, processors, electronic equipment, and computer hardware and software.

Strong knowledge of computer software, such as configuration management software, desktop communications software, operating system software, and internet directory services software.

A bachelor\xe2\x80\x99s degree in computer science or a related field or equivalent training/education required.

Salary/Rate Range: $30.00 \xe2\x80\x93 $40.00 / hour T4 (depending on experience)

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TEEMA