Operational Support, Service Desk

6 months ago


Winnipeg, Canada The Dufresne Group Full time

Operational Support Service Desk Opportunity

The Dufresne Group is currently seeking an Operational Support, Service Desk for our Information Technology Team within our Home Office located at 147 Commerce Drive in Winnipeg, MB.

As an Operational Support Service Desk, you will be responsible for providing a high level of hands-on technical customer service to our retail stores, distribution centers, and corporate offices for incidents reported by US and Canadian internal team members. This role requires various technical skills, including but not limited to desktop, server, audiovisual, wiring, WIFI, and printing. The individual is accountable for ensuring the resolution of incidents meets or exceeds the negotiated service levels and to the customer's satisfaction with a focus on Excellence, Everywhere, Everyday.

The Dufresne Group is committed to investing in our team members; we offer:
Market competitive wages;
Comprehensive benefits plan and excellent employee discounts;
Employer Sponsored Retirement Savings Plan;
Career growth and continuous development;
Respectful and family-oriented working environment with strong company values.

**As the Operational Support Service Desk you will**:
Conduct incident management, change management and the escalation processes relating to the desktop environment and is tier 1 for the network systems, including Wi-Fi, access points, printing, and scanners, while following the documented procedures.

Maintain computer equipment, including desktops, audiovisual, ups and wiring, Wi-Fi, and printing for all retail stores, distribution centres, and head office.

Support the onsite IT vendors in coordination with Tier 2.

Participate in onsite technical resource projects.

Respond to enquiries and incidents from customers and the support team through incident classification, triage support, investigation, and diagnosis.

Identify appropriate second-level teams for in-depth technical support. Work for first-call resolution of incidents while adhering to the service levels and operational metric level agreement.

Improve technical content and departmental procedures for the Service Desk knowledge base.

Assist in process improvement opportunities to increase quality and efficiency.

Retain timely awareness of ongoing initiatives, rollouts, and changes to the technical environment.

Perform a variety of shifts in a 24/7 environment.

Minimum 2-4 years of experience in a diverse technology and customer service-focused role.

High school diploma, GED, or equivalent skills and experience.

Technical certifications or experience in CompTIA A+ and Microsoft.

Certifications in Network + or Windows 10.

Good understanding and working knowledge of Office 365 products, domains, IP infrastructure, desktop products and server operating systems.

Good working knowledge of network troubleshooting skills and basic scripting knowledge.

Excellent communication, interpersonal, problem-solving and customer service skills.

Team player and able to adapt to change.

Able to converse in multiple languages is an asset.

Ability to work a variety of shifts in a 24/7 environment with flexibility to be on call on a 24/7 rotational basis with potential evening and weekend coverage, as required.

Valid passport and ability to travel in North America.

Criminal Record Check required.



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