Service Desk Technician
5 months ago
The role of the IT Service Desk Technician, reporting to the Tolling & Technology Manager, is pivotal in delivering technical support and aid to end-users within HHB. This position encompasses responding to queries, identifying and resolving technical issues promptly, escalating problematic areas in a timely manner, and ensuring the seamless functioning of IT end-user systems. As the first point of contact for users in need of technical assistance, the IT Service Desk Technician is accountable for upholding a high level of customer satisfaction and providing assistance and training to end-users when required.
**Strategic Role Accountabilities**
- Directional outcomes & process goals the role must focus on to help enable the organization’s mission and objectives._
¨ IT Service Desk
- Guide users through troubleshooting processes, document incidents using a ticketing system, and prioritize and escalate issues for prompt resolution when necessary.
- Diagnose and resolve hardware/software issues across diverse devices while tackling network connectivity issues.
- Conduct training sessions for end-users, enforcing adherence to security policies.
- Supervise IT equipment inventory management, coordinating with vendors for repairs and replacements.
- Manage user accounts, including password changes, resets, and removals.
- Identify and escalate critical issues, perform root cause analysis, and devise new resolutions for recurring problems.
- Collaborate with HHB technical teams and end-users to maintain systems in line with industry best practices.
- Take ownership of service desk requests, providing comprehensive support.
- Develop, maintain, and implement technology documentation, policies, and procedures for end-user support.
- Innovate by automating system administration processes to increase efficiency.
- Construct and maintain SharePoint sites, sub-sites, lists, libraries, and content.
- Establish best practices and automated routines using HHB's modern service desk tool.
- Resolve problems without documentation by guiding customers through established processes over the phone or in person, utilizing critical reasoning.
- Stay in communication with customers until their issues are fully resolved or their requests are completed.
- Perform upgrades for desktops/laptops, tablets, mobile phones, and other devices; obtain authorization for new hardware.
- Perform administrative duties, including scheduling equipment or laptop loans and organizing shipments to remote sites if required.
¨ Collaboration & Teamwork
- Demonstrates both independent and collaborative work capabilities.
- Fosters and sustains cooperative relationships with individuals encountered in the course of duties.
- Provides exceptional customer support and communicates effectively, adhering to service desk procedures and policies. This involves engaging with remote and internal users, as well as collaborating with other departments.
- Strives to create a positive support encounter for customers, cultivating strong relationships and trust through a professional demeanor and a receptive attitude towards understanding and addressing customer issues.
¨ Planning & Organizing
- Ensures ongoing efficiency of end-user peripheral devices and build solutions to allow components to work seamlessly together.
- Prioritizes requests, organizes, schedules, and coordinates a variety of activities.
¨ Communication & Education
- Conveys information effectively to colleagues through clear and concise oral and written communication, focusing on local IT procedures and company policies.
- Investigates user inquiries by referencing technical manuals and guides, offering technical assistance, and articulating complex concepts in simple terms.
- Adapts to evolving technology by acquiring proficiency in new software and hardware packages.
- Maintains thorough documentation of all tasks performed and develops records for new procedures.
¨ Health & Safety
- Nurtures, promotes, and champions HHB’s world class safety program.
- Establishes and maintains a safety culture throughout the organization.
**Core Performance Capabilities**
- For a full description of each core performance capability, please see your performance management template._
¨ Teamwork & Collaboration
¨ Health & Safety
¨ Strategic Orientation
¨ Achievement Orientation
¨ Effective Interactive Communication
¨ Partnership & Relationship Focus
¨ Innovativeness & Continuous Learning
**Key Relationships**
- The development of constructive and cooperative working relationships and maintaining those relationships over time will be key to success. The relationships critical to success for the Communications Manager role are listed below:_
¨ Internal:
- Reports to the Tolling & Technology Manager, Halifax Harbour Bridges
- HHB departments and colleagues
**Qualifications**
¨ Experience in an IT setting providing support for desktops, laptops, peripherals, and printers, or possession
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