10/18/2012
Service Desk Technician (Bilingual)
Toronto
Toronto
Information Technologies
2012-10-24_767
Salaried
​JOB DESCRIPTION

 

Job Description Summary:

 

Reporting to the Service Desk Supervisor provides level I & II user support with prompt and efficient technical and logistical desktop knowledge in order to maintain superior client satisfaction.

 

Key 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 incidents and requests 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
  • Participate in different projects;
  • Establish, build and maintain user relationships;
  • Answer level 1 phone calls when necessary.

  KNOWLEDGE AND SKILLS REQUIRED

  • Bilingual in English and French is a requirement.
  • College Diploma in computer science and a minimum of 2 to 4 years of helpdesk experience and/or desktop experience;
  • Very good knowledge of Microsoft Windows, Microsoft Office Suite and office automation tools, desktop and laptop computers, Video-conference, network infrastructure (LAN/WAN, TCP/IP Protocol, routers and switches) and printer/MFP. 
  • Good Knowledge of configuring and supporting Blackberries;
  • Keen sense of organization, ability to meet tight deadlines and work under pressure, sense of urgency and an excellent customer service;
  • Very good ability to manage time and priorities;
  • Ability to acquire new skills and learn about technologies used to meet company’s needs;
  • Willingness to work outside usual office hours;
  • Knowledge of ITIL best practices, J.D. Edwards and Citrix environment would be assets.