Description:
Provide 1st and 2nd level technical support to end-users (diagnose, investigate, provide a recommendation, resolve the incident and/or fulfill the request) on a wide a variety of IT services.
- Escalate to the appropriate IT service provider team as required.
- Document and maintain accurate up-to-date information for all incoming calls, e-mails, web-forms, and walk-ins in the ticketing system.
- Acknowledge, resolve, and respond promptly to customer inquiries.
- Ensure customer satisfaction and provide professional customer support.
- Co-ordinate major incident notifications: When requested, send internal alerts to major incidents. This role serves as a communications liaison to the Major Incident Manager (MIM) during Major Incidents (MI).
- Administer Identity and Access Management processes.
- Troubleshoot and research IT resolutions for simple to complex incidents. within the set timeframe.
- As a subject matter expert within the Service Desk, handle 2nd level support tickets for one or many designated services.
- Participate in the creation and updating of end-user and internal knowledge documentation and articles.
- Train and mentor new Service Desk employees.
- Contribute to cross unit special projects.
- Facilitate orientation/demo sessions to end-users.
EDUCATION & EXPERIENCE
Education: DEC III
Experience: Three (3) years’ related experience
OTHER QUALIFYING SKILLS AND/OR ABILITIES
- Required: Advanced proficiency in French both written and spoken
- Desired: Undergraduate Degree
- Experience with IT customer support involving: PC, Mac, and mobile device environments with good knowledge of Windows OS, IOS and Mac OSX, email, MS-Office, network connectivity, VPN, Wireless, and audio-visual support.
- Strong technical background with ability to work in a fast-changing environment and to learn new tools/applications quickly.
- Ability to make recommendations to users and explain solutions in non-technical terms.
- Ability to facilitate training sessions and write user documentation.
- Strong attention to detail, organizational and planning skills.
- Ability to meet the objectives of the unit in delivering quality and efficient customer service and assistance in a timely manner.
- Initiative and proactive approach to problem solving.
- Excellent analytical skills.
- Ability to identify, isolate, and communicate problems from, and to, all levels of internal service partners.
- Ability to be assertive and control conversations to gather relevant facts.
- Strong interpersonal skills including patience and diplomacy.
- Team player, with demonstrated commitment to service excellence.
- Experienced with working environments that deal with high volumes of-calls and emails.
- Flexible to work various shifts.
- Flexible to work from multiple locations (Downtown campus, MacDonald campus).