Service Desk Technician

2 weeks ago

London, Canada Info-Tech Research Group Inc. - Canada Full time

Info-Tech is one of the world’s fastest-growing IT research and advisory companies, proudly serving over 30,000 IT professionals. We are looking for a Service Desk Technician to join our team.

Why join us?

We are a growth focused, entrepreneurially spirited company that has consistently achieved YoY growth in our 25 years of operation and are especially proud of our double-digit growth in the midst of a global pandemic.

When you join Info-Tech you get access to unlimited opportunities for professional growth and development in your field of expertise or areas you are interested in. We promote learning to help you be a better professional and we will also pay for some of those certifications.

The Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

**Major Responsibilities**:

- Provide support for incoming requests via Service Desk ticket, telephone, chat and self-service portal
- Prioritize incidents and service requests within target SLA’s
- Record detailed information into Service Desk ticketing system
- Provide support for laptops, printers and peripheral devices including providing hardware and software setup, support
- Maintain technical documentation via solution library with respects to installation of software, configuration of hardware and troubleshooting
- Maintain hardware asset management and software licensing
- Engage vendor support contacts to resolve technical problems with desktop computing equipment and software
- Provide support for meeting room and audio-visual systems on-premises
- Escalate to Intermediate support as required
- Participate in after hours on call rotation schedule (evenings, weekends and holidays)
- Other duties as assigned by the Manager

**Education and Experience**
- College/University diploma/degree in progress in related field (Computer Systems not development/testing)
- Minimum 1-2 years of experience in a service desk role
- Interest in working with technology (independent work)

**Skills**
- Fluent in spoken and written English
- Strong written and verbal communication skills and ability to thrive in a fast paced environment
- Strong documentation skills with desire to understand and follow process
- Ability to recognize and prioritize critical incidents in a fast-paced environment
- Working knowledge of O365 administration, Active Directory, Azure AD
- Application support experience with Microsoft Productivity Suite
- Excellent problem-solving skills
- Experience with Windows 10 and Mac OS
- Mobile device support - Android and iOS
- Experience Polycom would be considered an asset
- Experience with InTune would be considered an asset
- General understanding of network devices; routers, switches, and access points

**_ Info-Tech Research Group of companies_**_ is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process._

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