Service Desk Technician

2 months ago

Ottawa, Canada Robertson and Company Full time

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.

Introduction: Robertson is seeking a skilled Service Desk Technician to join our client.

Contract Dates: 7 months with potential to extend or convert
Pay Range: $37.76 to $43 per hour
Business Hours: Monday to Friday

Job Responsibilities:

- Provide outstanding customer service; be logged into Call Center and ready to take incoming calls during standard business hours
- Be on the on-call rotation for after-hour support
- Closely monitor the ticket queue for incoming tickets and route to proper teams if not able to resolve
- Document all end-user requests and interactions in ticketing system completing all steps as defined
- Provide technical account management for customers resolving issues and escalating when appropriate
- Provide fast response and always maintain a high level of professionalism
- Diagnoses, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
- Troubleshoot all inquiries regarding systems, hardware, software, and operator problems
- Route or escalate requests to appropriate functional teams beyond Service Desk Team
- Ability to set up, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online)
- Provide fast response and always maintain a high level of professionalism
- Provides reports to management
- Build and maintain knowledge base and document procedures

Experience & Qualification Requirements:

- Associates Degree in Information Technology
- Formal Windows class-room training and certifications Microsoft technologies
- PC hardware troubleshooting skills required
- Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required
- Proficient with Windows Win10 operating systems and Microsoft Office required
- Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
- Ability to balance priorities and work alone or a team equally well
- Ability to work under mínimal supervision
- Good organization and project management skills with attention to details
- Ability to document solutions and train other staff
- Excellent priority management skills
- Experience with PC hardware troubleshooting and repair skills required
- Ability to travel to office and data center locations for on-site support, as needed
- Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
- A minimum of 1-2 years of service desk operations with proven experience in Windows technologies
- The ability to perform Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations

Personal Attributes:

- Strong attention to detail and strong analytical, time management, and organizational skills
- Excellent communication skills, both oral and written
- Strong commitment to change and ongoing development; open to being flexible; adapt well to change

**_**ALL CANDIDATES MUST COMPLETE A CRIMINAL AND CREDIT CHECK AS PART OF THE APPLICATION PROCESS**_**

**How to Apply**: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Robertson & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.

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