9/21/2012
Senior Service Desk Technician
Calgary
Calgary
Information Technologies
2012-10-24_764
Salaried

JOB DESCRIPTION
 
Reporting to the Service Desk Manager, this position provides Level 1 & 2 user support by delivering prompt and efficient technical and logistical help desk service in order to maintain superior client satisfaction. This position does require being fully bilingual in written and verbal French.

 

SPECIFIC RESPONSIBILITIES:

 

  • Own and Manage Level 1 & 2 incidents and requests in the Service Desk system making sure all SLA are met;
  • Log, respond and document all incoming requests and incidents from users
  • Ensure proper follow up with users
  • Resolve user issues to their entire satisfaction based on pre-defined service levels
  • Provide desktop, application and network end user support services for all users up to the highest level according to established procedures:
  • Install and configure hardware and software according to established procedures
  • Diagnose and troubleshoot different workstations, printers/MFP, blackberry and video-conference incidents
  • Ensures workstations and peripherals are operational and optimally used
  • Participate to maintain corporate IT inventories
  • Document, analyze and continually improve procedures, problems and their resolution
  • Provide IT infrastructure and platform assistance for Western Region sites
  • Take part of different projects
  • Establish, build and maintain user relationships
  • Primarily answer Service Desk support calls from Monday to Friday 5:00 pm to 8:00 pm EST for all North American employees, as our support model is based on a follow the sun strategy
  • Provide backup to peer group during any absences

 

KNOWLEDGE AND SKILLS REQUIRED

  • Computer science College Diploma or equivalent experience
  • Must be fully bilingual in French – written and verbal
  • Four to 7 years of relevant experience in user support
  • Advanced knowledge of Microsoft Windows 7, Microsoft Office 2010and office automation tools, desktop and laptop computers, Blackberry, iPad, Multifunction printer, Videoconference, the network environment (network implementation, support and administration, LAN/WAN, TCP/IP Protocol, administration of routers and switches). Knowledge of J.D. Edwards and Citrix applications would be assets
  • Ability to acquire new skills and learn about technologies used to meet company’s needs
  • Very good ability to manage time and priorities
  • Keen sense of organization, ability to meet tight deadlines and work under pressure, sense of urgency and a flair for customer service
  • Willingness to work outside usual office hours. Hours will be from 10 am to 6 pm from Monday to Friday (on rotation)