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Service Desk Support

4 months ago

Calgary, Canada AstraNorth Full time

**Requirements related to the job**
- Background in Information Technology, Computer Science, or equivalent
- 2+ years of Technical Support
- Service Desk team provides support during the support window as described in the agreements with the customers and as required for the smooth operations of the account.
- Tasks / Performance TargetsField/Tasks
- Provide first-level support to the customer in relation to IT requests and incidents including software and hardware-related issues not limited to desktops (support involves mobile com-puters and other mobile devices).
- Identify and solve software and hardware problems by giving step-by-step instructions.
- Provide advanced support to customers PC using remote control tool.
- Effectively communicate with other team members, 2nd and 3rd Level technical teams, and end-users to provide and process information in response to Incidents, Service Requests, queries, es-calations, and reach SLAs.
- Handle and document all incoming requests or incidents within the contractually agreed timeframes in the IT Service Management tool.
- Own the ticket throughout its life cycle and en-sure that all relevant information is captured as per Quality guidelines.
- Follow up on the existing tickets, escalate unsolved cases to the appropriate IT team: Network, Server, Application, or other Support teams, and ensure cases timely resolution.
- Log all contacts in the helpdesk tracking database or tool simultaneously while handling the call
- Recommend procedure modifications and improvementsKnowledge Management
- Learn and implement new technologies, tools, processes, and policies.
- Document new technical solutions in the knowledge base, suggest improvements to the existing ones and facilitate knowledge transfer when needed.
- Document and share best practices and lessons learned with other colleagues.
- Attend all training sessions as per the training planQuality Management, Policies, and Procedures
- Understand quality requirements and aspects of the account and work according to those regu-lations reaching outlined Key Performance Indicators.
- Ensure a high level of customer satisfaction.
- Learn and adhere to TCS and customers’ policies and procedures.

**Other Tasks and Responsibilities**
- Actively participate and share ideas in team meetings and individual feedback sessions.
- Perform any other task given by the supervisor which belongs to the scope of this position by its nature and where an associates experience or associates education meets the requirements to perform the task in question.

**Job Types**: Full-time, Fixed term contract

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Calgary, AB: reliably commute or plan to relocate before starting work (preferred)

Work Location: Hybrid remote in Calgary, AB