Service Desk Consultant
2 weeks ago
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Sommaire du poste:
Offrir, en temps opportun, un soutien technique de première ligne concernant tous les services des TI centralisés offerts à la communauté mcgilloise (étudiants, personnel et professeurs) par téléphone, par courriel, par formulaires Web et sur place. Assurer la liaison avec les autres unités des Services de TI pour la résolution des incidents et les demandes de service. Administrer les avis d’incidents. Participer à des projets spéciaux et à des initiatives d’amélioration des services. Agir à titre d’expert en la matière pour certains services de TI et répondre aux demandes de soutien plus complexes. Participer à la formation et à l’accompagnement du nouveau personnel du service de dépannage.
Responsabilités principales:
Fournir un soutien technique de premier et de deuxième niveau aux utilisateurs finaux (diagnostiquer, enquêter, formuler une recommandation, résoudre l’incident et/ou répondre à la demande) pour une vaste gamme de services de TI. Faire appel, au besoin, à l’équipe du fournisseur des services de TI appropriée. Consigner dans un système de suivi des dossiers du service de dépannage des renseignements à jour sur tous les appels reçus, les courriels, les formulaires électroniques et les visites sur place, et en assurer l’exactitude. Accuser réception des demandes des clients, y réagir rapidement et régler les problèmes en temps opportun. Assurer la satisfaction de la clientèle et lui fournir un soutien professionnel. Coordonner les avis d’incident majeur : Sur demande, envoyer des alertes internes en cas d’incident majeur. Le titulaire de ce poste agit à titre d’agent de liaison des communications pour le gestionnaire des incidents majeurs pendant des incidents majeurs. Administrer les processus de gestion des identités et des accès. Trouver la cause de problèmes informatiques simples ou complexes et les régler dans les délais prévus. À titre d’expert au sein du service de dépannage, traiter les demandes de soutien de deuxième niveau pour un ou plusieurs services désignés. Contribuer à la rédaction et à la mise à jour d’articles et de documents spécialisés destinés aux utilisateurs finaux et internes. Former et encadrer les nouveaux employés du service de dépannage. Contribuer à des projets spéciaux interunités. Animer des séances d’orientation et de démonstration à l’intention des utilisateurs finaux.
Autres compétences et/ou aptitudes:
Faculté/Unité: Services TI
Formation et expérience mínimales requises:
DEC III 3 ans Expérience connexe /
Salaire horaire:
(AAPNEUM Niveau H) $32.09 - $39.78
Heures par semaine:
33.75 (Temps plein)
Superviseur:
IT Service Desk Supervisor
Date de fin de l’emploi (le cas échéant):
Date limite pour postuler:
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