ITS Service Desk Assistant

3 weeks ago

Newmarket, Ontario, Canada The Regional Municipality of York Full time

About the Role

We are seeking a highly motivated and detail-oriented Co-op IT Service Desk Assistant to join our team at The Regional Municipality of York. As a Co-op IT Service Desk Assistant, you will be responsible for assisting Information Technology Services staff with day-to-day decommission and documentation activities of technology assets.

Key Responsibilities

  • Respond to Help Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refers unresolved issues as required
  • Records all client interactions using ticket tracking software; monitors and alerts Management of urgent issues
  • Provides second level support for the ITS Service Desk ensuring referral, escalation and follow-up procedures are being applied correctly and effectively to meet the goal of providing excellent customer service
  • Participates on technical project teams to assist in delivery of ITS related projects and programs
  • Provides exceptional customer service to both internal ITS staff and staff from other Departments
  • Ensures that services provided meet Regional customer service standards
  • Manages information in accordance with legislation and corporate standards

Requirements

  • Currently enrolled on a full-time basis in a post-secondary IT or related program and must have a required co-op, placement or internship in order to graduate
  • Knowledge of computer hardware and technology components
  • Knowledge of and demonstrated ability in corporate core competencies including customer service, communication, teamwork, initiative/self-management and flexibility/adaptability
  • Computer literacy utilizing MS Office software applications
  • Ability to organize daily workload, set priorities and meet required deadlines
  • Ability to work with PC-based hardware, printers, Microsoft Windows operating system and MS Office applications (including MS exchange) to resolve client issues
  • Ability to work independently and work cooperatively with staff and as part of a team
  • Ability to work outside regular business hours, as required

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