Service Desk Intern
6 months ago
Are you looking for more than a job? At World Vision Canada we offer challenging careers that change the lives of children all over the world and it will change yours too. Come and be part of a team of 400 Canadians with a vision for the world: Life in all its fullness for every child.
You will experience Christian faith in action helping to make real and lasting change in the lives of the world’s most vulnerable children. Join the World Vision Canada team and be part of a powerful and effective force for good:
For Children. For Change. For Life.
**Position**: Service Desk Intern
**Reports to**: Manager, Technology Services
**Position Term**: Full Time Temporary (6-month placement)
**Location**: Mississauga, Ontario, Canada (On-site)
**Job Purpose**:
The Service Desk Intern provides high quality and timely technical support that sustains World Vision’s business processes by liaising with Regional Offices, remote users, external service providers/technicians, senior management, internal departments, and IT.
Collaborates with Technology Services Team to resolve technical issues, determine appropriate problem resolution procedures for use by Business Services while ensuring strict security with IT systems are adhered.
**Responsibilities**:
Provide Technical Support
- Provide prompt response to customer enquiries, requests and problems relating to supported software and systems, with high quality and timely resolution resulting in the minimum downtime for customers.
- Support staff through activities such as new user account setup, systems access, exiting staff processes, computer deployment, setup, and troubleshooting, setup, deployment, and problem resolution of phone system.
- Maintain and update supported software and systems such as Microsoft Office products and Windows operating system.
- Provide MAC equipment deployment and technical support. Provide timely communications with users concerning the resolution of their request or problem.
- Provide on-call support during off hours.
- Collaborate within the Technology Services Team to identify root causes of recurring issues and assist in determining resolution, work around processes and Service Desk procedures for troubleshoot and resolution of recurrences.
Project Research and Participation
- Participate on project teams or lead projects using IT project management principles were Service Desk expertise and continued support is required.
- Research and provide solutions to problems affecting business processes and user productivity.
- Research and provide input into deployment of new technologies.
- Recommend improvements to current Business Services processes and procedures.
- Provide input perspectives, and recommendations for implementation of proposed changes to the current computing environments.
Training and Documentation
- Research & provide updates to the user IT Knowledge Base and FAQ.
- Provide specialized training when required for new system deployments.
- Assist users with best practices when using standard office software.
- Supply basic instruction in new software installed on computers.
- Provide basic training in using laptops, docking stations and specialty equipment.
- Document trouble shooting tips, procedures, and processes for use by the Service Desk team. Document causes of problems encountered with software and systems and steps taken resolve them.
- Collaborate with Technology Services Team staff on a continual basis to identify and resolve user problems, system issues etc. and willing provide instruction advice and training to enhance the skills, and knowledge of other Technology Services Team staff.
Administrative Tasks
- Maintain asset database by updating deployment and returned equipment records.
- Provide support for weekly and special Chapel gatherings by creating presentation materials, worship materials, and incorporating video and other content provided by other departments.
- Initiate warranty repair requests for equipment and monitor status of requests to insure resolution in a timely manner.
- Monitor printer status and arrange for technical support from supplier as needed, replace toner and other user-maintained items for all printers.
**Qualifications**:
- 3-year College Diploma in IT or IT related discipline.
- Demonstrated troubleshooting and analytical skills.
- Strong interpersonal communication skills.
Why Consider Us?
- World Vision Canada has consistently been awarded Canada and GTA top employer awards.
- We are Canada’s largest development, relief, and advocacy non-profit organization.
- We embody an Agile mindset here.
- We offer competitive pay and benefits. Our comprehensive health benefits start at day 1 which includes a Health Spending Account.
- We match pension contributions up to 6% and provide a top-up for pregnancy & parental leaves.
- We offer extra time off for restoration by closing for an additional day on long weekends, 6 times a year.
- We provide up to six weeks’ vacation,
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