Client Support Agent

Found in: beBee jobs CA - 1 week ago

Toronto, Ontario, Canada Independent Electricity System Operator Full time

The opportunity

Reporting to the Supervisor, Client Support this position is primarily responsible for providing front line support to IESO users for IT standard services. Handles triage of service requests and incidents, attempting to resolve them or escalate as necessary. Provides 1st level support and 2nd level support for some business applications.

What you'll do

  • Complete lifecycle (install, configure, maintain, retire) management of desktop end user hardware computing environment, including laptops, desktops, telephones, printers, approved peripherals, etc.
  • Complete lifecycle (install, configure, maintain, retire) management of desktop end user software computing environment, including operating systems, applications, utilities, management agents, etc.
  • Understand & troubleshoot business user issues. Provide operational, application and technical support via hands on, phone and remote capability to users.
  • Provide tier 2 support to IESO users for IT services. Handle triage of service requests, attempting to resolve them or escalate them to tier 3 support personnel, communicate progress in a timely manner based on agreed service levels.
  • Monitor IESO incident queues, accept, research, and provide resolution and closure in a timely fashion.
  • Monitor IESO request queues, accept, assess and complete standard requests in a timely fashion.
  • Provide technology support for IESO events including Board Meetings, Town Halls and Stakeholdering events. Includes support for Audio/Video equipment.
  • Follow-up with external service providers and other IT functional departments until call resolution is achieved.
  • Work both as a part of the IT team and closely with business users to provide accurate and timely information regarding systems concerns.
  • Provide back up support to other IT functions.
  • Assist in all project and application life cycle tasks including analyzing business needs, designing, developing, implementing, and operating IT systems to meet business needs.
  • Maintain an inventory of installed hardware.
  • Maintain an inventory of installed software and maintain software license compliance.
  • Create and maintain procedures, guidelines, technical documentation etc. for end user computing environment.
  • Analyzing and making recommendations for hardware and software standards.
  • Support Patch Management activities, produce compliance reports and remediate non-compliant systems.
  • Systems administration and maintenance
  • Evaluate applications and software patches for windows workstations to ensure compatibility and compliance.
  • Responsible for the moving of staff and end user computing equipment within and between IESO sites.
Read the full posting.

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