IT Assistant Service Desk

Reporting to the Manager, Service Desk and Service Management, as a Call Centre Agent, duties include:

• Provide first-level technical support and resolution to all clients in the Corporation via multiple intake sources (ie. Phone, E-mail, Webform)
• Log and track support calls in a call ticketing system and prioritize and escalate tickets as required to ensure customer satisfaction
• Account/Password Administration (Active Directory, enterprise business applications such as SAP, Voicemail, etc.)
• Provide standard software support and troubleshooting for a wide variety of applications including Microsoft Windows, Office Suite, Adobe, etc.
• Provide initial hardware support and troubleshooting for a wide variety of computing devices and peripherals
• Working in a team environment to resolve problems to the satisfaction of the client; including following up on requests for information/action
• Evening and weekend work may be required to provide extended business hours support.
• Other related duties as assigned.

• Post-secondary degree/diploma in computer science or related discipline with 1 to 3 years' experience in Help Desk administration and support.
• Demonstrated ability to work with Microsoft SCSM, Active Directory, Microsoft SCCM.
• Must possess excellent communication, organization, and administrative skills with a strong customer focus;
• Must be familiar with a wide variety of software including usage and troubleshooting of: Microsoft Windows 10, Windows 11, Cisco Jabber, WebEx, Microsoft Office (Word, Excel, PowerPoint), and enterprise email systems such as Microsoft Outlook
• Experience providing remote assistance with personal computers, laptops, tablets, mobile phones, and printers is essential
• Demonstrated ability to troubleshoot a wide variety of computing devices and peripherals, including network printers & MDF, standalone printers, IP phones, etc.;
• Working knowledge of TCP/IP, Active Directory, System Centre Configuration Manager, wireless networking, and virtual machine environments is an asset
• Accuracy and attention to detail is essential
• Demonstrated commitment to service excellence, quality, and client communication.
• Broad understanding of ITIL best practices and is a well-organized, systematic problem-solver with a proven ability to communicate ideas and develop business relationships;
• Must be available to work flexible shifts when required. (IT Service Desk hours of operation are Monday - Friday 7:00 a.m. - 10:00 p.m., Saturday - Sunday 9:00 a.m. - 5: 00 p.m.)