iA Groupe financier / iA Financial Group
The Service Desk Technician is accountable to the Manager, IT Services, but takes work direction from Service Desk Team Lead. The incumbent has no assigned subordinates.
RESPONSABILITIES
Service Desk
- Logs support calls (voice, email and walk up) in ticketing system
- Takes ownership of issues and ensures customer satisfaction
- Provides support and guidance to end users in the use of IA’s PC and telecommunication services
- Actively involved in diagnosing and resolving end-user problems in a timely fashion through problem identification, isolation and resolution
- Assigns more complex problems to 2nd Level support for advanced solutions
- Identifies efficiencies to make IA’s PC environment easy to use, manage and support.
- Recommends system or process changes to reduce client issues
Other Duties as assigned
- Liaison with external vendors and suppliers
- Liaison with colleagues in other IA Group offices, e.g. Toronto, Quebec, Scottsdale
- Will be required to provide backup to the Vancouver operations staff. This will require learning the Vancouver operational process and being prepared to step in at short notice
- From time to time will be required to assist other team members meet project target dates and workloads
- Remains informed of new developments and Industry standards
Position Requirements
- High School with 2 years of post secondary education, Relevant Technical Diploma Program or equivalent training
- 1-2 years of Service Desk Support experience preferably in a client /server environment with >100 users
- Good knowledge of and experience with PC hardware and peripherals, Microsoft Windows 10 Operating Systems, Microsoft Office 365, Adobe and McAfee Antivirus software products
- Working knowledge and experience with Microsoft SCCM software distribution and inventory management processes and console
- Working knowledge of voice and data communication concepts
- Working knowledge of IP phone systems, voicemail/messaging and automatic call distribution Services
- Experience working with vendors and service providers.
Quick Apply
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