Intermediate Service Desk Technician

2 weeks ago

London, Canada Info-Tech Research Group International Full time

**Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.**:
**Why join us?**
- We pride ourselves on consistent year-on-year growth, with double-digit growth even during a global pandemic.
- We are in the Top 3 on LinkedIn's Top Companies List in Canada.
- Info-Tech fosters a growth-focused, entrepreneurial culture with unlimited opportunities for professional growth and development.
- We provide financial support for professional development and training.

**About the role**

As a Service Desk Technician, you will play a critical role in managing and overseeing call queues, ensuring efficient resolution of service requests, and handling significant incidents that impact the business. This position is essential for maintaining smooth and uninterrupted IT operations while delivering high-quality customer service.

**Incident Management**
- Manage ticket Lifecyle, ensure workload is distributed across team to ensure timely response to service requests and incidents. Coach team to ensure timely resolution of incidents.
- Prioritize and assign tickets based on urgency, impact, and resource availability.
- Track ticket progress and resolution, ensuring adherence to service level agreements (SLAs).
- Collaborate with IT teams to ensure efficient handling and closure of tickets.
- Generate and analyze queue performance reports, identifying trends and areas for improvement.
- Maintain known issues knowledge base entries and recommend new knowledge base entries for self-serve portal.
- Conduct monthly analysis of incident data and develop action plans based on tick trends to reduce ticket volumes and improve end user experience.
- Create and report KPI’s to IT leaders.
- Escalate tickets as needed to senior leadership to ensure visibility of high-profile issues

**Major Incident Management**
- Lead the response to major incidents, coordinating efforts across multiple teams and stakeholders.
- Act as the primary point of contact during incidents, ensuring clear and consistent communication.
- Facilitate incident resolution, leveraging resources and expertise to restore services as quickly as possible.
- Execute the post major incident Root Cause process.
- Develop and maintain incident management procedures and documentation.
Technical Support
- Provide first and second-level technical support to end-users for hardware, software, and network issues.
- Troubleshoot and resolve technical problems, escalating to higher-level support when necessary.
- Maintain accurate records of support activities using the ticketing system.
- Assist in deploying and configuring new hardware and software.
- Educate and guide users on best practices and IT policies.

**Qualifications**
- Formal education specializing in Information Technology, or a related field, or equivalent experience.
- Minimum of 3 years of experience in a Service desk or technical support roles.
- Experience in queue management and major incident management is highly desirable.
- ITIL V4 Certification and operational experience with framework and implementing best practices.
- Excellent problem-solving, communication, and organizational skills.
- Ability to work under pressure and manage multiple priorities effectively.

**_ 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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