Service Desk Support Specialist

3 days ago


Vaughan, Ontario, Canada CAA Club Group Full time

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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