Help Desk Agent

4 weeks ago

Ottawa, Canada CHEO Full time

**Job Details**

**Open Date**
- Jul 18 2023 - 08:00:00 AM**Close Date**
- Jul 24 2023 - 11:59:00 PM**Position Title**
- Help Desk Agent - Permanent Casual / Agent (e) de soutien aux utilisateurs - Poste a occaisonnel**Posting Type**
- Non-Union / Non-Syndiqué**Posting Status**
- Active**Position Length**
- Casual / Occasionnel**Department Group**

**Hours per Week**

**Department**
- Information Services / Services d'Information**Openings**
- 1**Education**
- Secondary School Diploma / Diplôme d’études secondaires**Company**
- CHEO**Location**
- Ottawa**Competition**
- 23-953**Salary Range**
- from/de $22..69 to/à $27.84 per hour / par heure**Union Position**
- No**Description**:
**MAIN RESPONSIBILITIES**:

- Receive phone calls from customers seeking technical support and attempt to resolve their IT issues
- Log a ticket in the Incident Management System
- Assess the situation, escalate the call appropriately and advise the customer
- Follow standard support processes to enhance service to customers
- Creating/managing user Accounts in CHEO Active Directory and other Directories as required
- Process requests from other departments for procurement of IT equipment and licenses using the Incident Management System
- Accept IT goods delivered by CHEO Material Management and update the Service Management System
- Follow up on the equipment sent for repairs under warranty
- Assist with CHEO room booking system and equipment loan reservations.
- Additional duties as assigned

**QUALIFICATIONS**:

- Criminal Record Check (Essential)
- Grade 12 diploma (Essential)
- A minimum of one (1) years relevant experience or equivalent (Essential)
- The ability to follow the documentation procedures to troubleshoot customer issues. (Essential)
- Effective telephone and communication skills. (Essential)
- Be able to adapt instructions to fit the customer. (Essential)
- Be able to work under pressure and compressed deadlines. (Essential)
- Good written and verbal communication skills. (Essential)
- Ability to work in a team environment. (Essential)
- Strong customer service orientation. (Essential)

CHEO values diversity and is an equal opportunity employer. We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process and welcome interest from all qualified applicants.

We thank all those who apply, however, only those to be interviewed will be contacted.

**RESPONSABILITÉS PRINCIPALES**:

- Recevoir les appels téléphoniques de clients qui désirent du soutien technique et s’efforcer de régler leurs problèmes de TI.
- Inscrire l’incident dans le système de gestion des incidents.
- Évaluer la situation, prendre les mesures nécessaires et en aviser le client.
- Suivre les processus habituels de soutien technique afin d’améliorer le service à la clientèle.
- Créer et gérer des comptes d’utilisateurs pour le répertoire actif du CHEO et pour d’autres répertoires selon les besoins.
- Traiter les demandes d’autres services en matière d’approvisionnement d’équipement et de licences de TI à l’aide du Système de gestion des incidents.
- Accepter les livraisons de produits de TI venant de la gestion du matériel du CHEO et les inscrire dans le Système de gestion des Service.
- Effectuer le suivi d’appareils envoyés à la réparation dans le cadre de la garantie..
- Assisté avec CHEO système de réservation et les réservations de prêt d'équipment.
- Fonction supplémentaires assignées

**QUALIFICATIONS**:

- Vérification du casier judiciaire (Essentiel)
- Diplôme de fin d’études secondaires (Essentiel)
- Expérience pertinente d’au moins un (1) an ou équivalent (Essentiel
- Capacité de suivre les processus documentés pour dépanner les clients (Essentiel)
- Capacité de communiquer efficacement au téléphone (Essentiel)
- Capacité d’adapter ses instructions en fonction des clients (Essentiel)
- Capacité de travailler sous pression avec des délais serrés (Essentiel)
- Bonnes compétences écrites et verbales (Essentiel)
- Capacité de travailler en équipe (Essentiel)
- Compétences solides en matière de service à la clientèle (Essentiel)

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