Service Desk Technician

3 weeks ago

Winnipeg, Canada TEEMA Full time

Job Title: Senior Service Desk Technician
Job ID: 67542
Location: Winnipeg, Manitoba

Overview:
Our client in Winnipeg, MB is looking for a Senior Service Desk Technician resources for a 6+ month contract to start, reference 162-0524. The position is onsite so candidates must be based in the Winnipeg area or willing to relocate for the duration of the contract.

What you will be doing:

Service Desk Support

  • Receive, record, classify, route, prioritize, resolve, and close all incoming IT related support tickets, automated system alerts, and service requests within prescribed time limits.

  • Assist end users with software applications, file accesses and hardware support.

  • Image and prepare new workstations for deployment.

  • Research technical and non-technical problems and resolve in a timely manner.

  • Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents; recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.

  • Escalate and route Tier II or III support calls tickets to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.

  • Work with licensees, vendors, and suppliers ensure that all external issues are dealt with in a timely manner.

  • Provide on-site ITS support for Head Office

  • Follow up on all resolved incidents to ensure customer satisfaction.

  • Assist with communication of site failures and outages.

  • Create and modify operational procedures as required.

  • Monitor systems and network parameters.

  • Assist with a quarterly systems access audit.

System Administration

  • Modify and delete accounts for all assigned systems.

  • Manage new administration accounts for all assigned systems. (Such as, AD and Exchange accounts, VoIP configuration for desktop phones, room booking, secure link and admin for various systems).

  • Perform Start of Day and End of Day maintenance procedures on all assigned systems.

Staff Onboarding

  • Provide all required hardware equipment.

  • Install and configure needed software, and peripherals.

  • Configure smartphones for WIFI, and Corporate authorized applications.

  • Assisting in setup personal smartphone and mobile devices for applications.

Inventory Management

  • Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements.

  • Submit requests for procurement of ITS equipment as needed.

  • Monitor and manage level counts for all ITS consumables and peripherals items.

  • Work with external service providers on hardware failures.

  • Receive, ship, and track ITS equipment as needed.

Other Duties

  • Support and comply with Corporate Social Responsibility, policies, procedures, and practices.

  • Work on projects as assigned.

What you must have:

  • Minimum five (5) years experience working as a Service Desk Technician.

  • Must be ITIL certified and with demonstrated solid ITIL background.

  • Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification, and experience

  • Minimum five (5) years previous service desk or technical support role

  • Minimum five (5) years of customer service experience.

  • Technical competency at monitoring and providing Tier I support level.

  • Familiarity with the various technologies and troubleshooting techniques.

  • Strong knowledge of Microsoft Windows and Office applications, Active Directory, Cherwell Service Management, and Cisco Unified CM

  • Strong written and verbal communication skills, customer service skills, troubleshooting skills, analytical, and organizational skills

  • Excellent attention to detail and ability to multi-task.

  • Self-starter, fast-learner, and a great team player

  • Have and maintain a valid Manitoba Class 5 Drivers license

  • Completion of an HDI Support Centre Analyst certificate is an asset

  • Must be ITIL certified and with demonstrated solid ITIL background.

  • Asset management experience is an asset

  • Technical competency at monitoring and providing Tier II support level is an asset.

  • LGCA license is considered an asset.

  • All applicants must clear a background check. A Canadian based federal security clearance is considered an asset

  • Must have Windows based computer with standard Windows 10 applications

  • Must possess own communications device

For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com

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