Service Desk Support Specialist
3 days ago
Job Summary
We are seeking a highly skilled Service Desk Analyst to join our team at CAA Club Group. As a Service Desk Analyst, you will be responsible for providing technical support and resolving issues for our customers.
Key Responsibilities
- Provide technical support and resolve issues for customers via phone, email, and in-person.
- Identify, investigate, and resolve PC, laptop, mobile device, and printer problems.
- Resolve basic network issues relating to network security, network login, file access, printing, email, software configuration, connectivity, and data recovery.
- Educate users on how to use systems and applications more efficiently.
- Document and maintain Service Desk procedures.
- Participate in various projects as assigned by Management.
- Work rotational weekend and evening shifts as required.
Requirements
- Post-Secondary education or Diploma in computer science or Information Technology.
- A minimum of two years' experience within a customer service-oriented Information Technology environment, including in-depth experience in providing technical support and quality customer service.
- Strong written and oral communication skills.
- Excellent time management, analytical, and problem-solving skills.
- Ability to work effectively and productively within a team environment.
- Knowledge of ticketing management systems.
- Knowledge of PC, laptop, iPhone, and printer hardware and software.
- Proficient in MS Office (Outlook, Excel, Word, PowerPoint).
- Experience with Windows 10 desktop operating systems remote diagnostic and problem resolution.
- Knowledge of ITIL philosophy would be an asset (Service Desk Management, Incident & Problem Management, and Change Management).
- Available to work varied shifts within a 24/7 environment.
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