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Desktop Supervisor

8 months ago

Toronto, Canada Compugen Inc Full time

**Job Title**
- Desktop Supervisor - Contract

**Vacancy No**
- VN6368

**Work Location**
- Toronto, ON

**Job Details**
- Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.
- If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.
- **Requirements**:
- Act as first level technical escalation contact for the rest of the helpdesk staff when/if required
- Review on a daily basis helpdesk team open tickets to ensure team SLAs are met: increase / decrease tickets priority, take ownership or transfer stalled tickets to other resolver groups if required, escalate delayed tickets to IT Management
- Act as SME for the helpdesk team management such as Workstation Management (SCCM), Computer Encryption (Bitlocker), PC Antivirus (Symantec End Point Protection), File Share Access, Time Matters
- Co-ordinate and arrange Helpdesk Analyst shift schedules\approve time-off requests
- Perform Software and Hardware support and maintenance at the desktop level
- Triage support requests while ensuring all service level SLA’s are met
- Deploy desktops and peripherals
- Troubleshoot to determine and resolve the root cause of hardware or software malfunctions at the desktop, network and server level
- Perform moves, adds, changes of computer equipment
- Ordering end user IT equipment
- Performs other duties as required (e.g. inventory management, Purchase Orders/Requisitions, maintain internal and external documentation)
- Participate in infrastructure (network and servers) routine maintenance, changes and projects
- Perform all duties while ensuring SLA’s are met
- Assisting with Helpdesk Analyst team members on-going career development.

Qualifications:
- Excellent Knowledge of Desktops Security best practices
- Excellent Knowledge of ITIL best practices and the Service Desk role in the ITIL framework
- Knowledge of the following technologies and services or equivalent: MS Windows Network services: Active Directory, DNS, DHCP
- Experience with Office 365, Exchange 2016, Windows File Shares, and Windows update
- Mobile devices and smart phones: configuration and troubleshoot
- Desktop management tools and utilities such as Symantec End Point Protection, Microsoft System Center Configuration Manager and In Tune, including developing packages and managing deployments
- Highly developed skills in customer service is a must
- Experience with providing support to executive level staff
- Experience with IT project management
- Experience with coordinating and leading a team
- Minimum five to seven (5 - 7) years’ experience in the helpdesk position with exposure to coordinating team members
- Minimum completion of college diploma or an equivalent combination or experience and education

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs.
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