Job Description

Overview:
Through use of excellent customer service techniques and demonstration of respect, integrity and professionalism, the incumbent provides effective and timely operational and technical support to computer users concerning system applications, hardware and software. The incumbent contributes to the efficient allocation of computer hardware and software resources, maintains business applications, and ensures the reliability and sustainability of information and communication resources. They also participate as a member of the information technology team in determining department objectives and priorities and undertakes cross training in information technology activities. Responsibilities:

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Collaboratively prioritize and manage the queue of service desk requests to ensure consistent, and effective service delivery, escalating to the IT Applications and Support Manager where required.
• Work with product vendor and IT division staff to ensure optimized configuration of Service Desk work order and asset management software is in place to match the demands of the IT Division and NTPC.
• Serve as an escalation point for complex technical support and development problems, inquiries and issues regarding operating systems, servers and networks, and provide recommendations to the IT work group regarding trends of application and/or technical problems and possible measures that would minimize or eliminate future occurrences.
• Provide technical advice and assistance to users in the resolution of problems associated with the use of standard microcomputer hardware and software, and provide basic training to users in standard software applications.
• Build rapport and elicit problem details from service desk customers.
• Utilize tools to remotely manage devices, restore service, and assist stakeholders by resolving level 1 incidents effectively and efficiently applying diagnostic utilities to aid in troubleshooting where necessary.
• Perform hands-on fixes for incidents, including installing and upgrading software, implementing file backups, and audio video support.
• Record, track and document the service desk request problem-solving process.
• Respond to virus intrusions and resolve issues in a timely and effective manner, or escalate to relevant analyst where required.
• Set up, revise and terminate user profiles on various business systems using defined procedures.
• Deployment of non-asset devices, including phones, mice, monitors, etc.

Qualifications:

• Diploma in Computer Science or related discipline, and at least five years of IT systems and technical support experience related to business and systems applications, telecommunications and microcomputers.
• Able to prioritise and schedule conflicting workloads.
• Excellent communication, inter-personal, customer service and problem solving skills in order to listen to, train and assist users in identifying needs and resolving problems, often involving conveying technical information to non-technical users.
• Ability to work in a team environment in planning and administering IT team activities and programs.
• Position requires good organizational skills and the ability to manage time effectively to meet deadlines. Must be able to handle stressful situations effectively.
• Ability to prioritize multiple tasks at the same time to meet system application and client support requirements involving a number of different work locations.
• Excellent analytical, hardware and software troubleshooting skills to address problems presented by users.
• Must be able to work independently with a minimum of direct supervision.
• Must undergo a successful Criminal Record Check.

Salary for this position ranges from $47.35/hr.-$57.54/hr. plus location and accommodation allowances of approximately $8,023 per annum. We offer a comprehensive benefits package which includes health and dental benefits, long-term disability, life insurance, paid sick days and a defined benefits pension plan. Relocation assistance is provided.

Affirmative Action Employer - Candidates must clearly identify eligibility status via our online application process in order to receive priority consideration.
We thank all those who apply and advise that only those selected for further consideration will be contacted.

PC4073