Service Desk Technician

**Scope of Position**

We are looking for a customer service-oriented Service Desk Technician to provide technical support to users in an efficient and accurate manner. As the first line of support for IT, you will solve technical problems and provide support for all assigned areas. The goal is to ensure service excellence is maintained to the standards set forth by the Alterna.

Service Desk Technicians are responsible for ensuring satisfaction in every step of problem resolution. This includes tracking detailed information about each service need in an incident management system and documenting in the incident management system as they as they troubleshoot the reported problem.

The ability to communicate effectively and professionally with staff at all levels across Alterna is essential.

**Responsibilities**

**Strategy & Planning**
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Make recommendation for improving Service Desk support services

**Acquisition & Deployment**
- Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware and potential software products for purchase.
- Write technical specifications for purchase of PCs, networking hardware and related products.

**Operational Management**
- Provide first level contact and convey resolutions to end-user issues
- Track, route and redirect problems to correct resources
- Update end-user data and produce activity reports
- Walk end-users through problem solving process
- Follow up with end-users, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed expectations
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of service desk procedures, products and services
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the Service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in and improve upon problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
- Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
- Maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
- Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to Service requests.
- Assist and contribute to the development of help sheets and frequently asked questions lists for end users.
- If necessary, liaise with third-party support and PC equipment vendors.
- Provide guidance to other members of the team as required.
- Travel to branches and remote locations as required
- Work after hours as required.

**Position Requirements**

**Formal Education & Certification**
- College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.

**Knowledge & Experience**
- Excellent technical knowledge of network and PC hardware
- Excellent hands-on hardware troubleshooting experience.
- Extensive experience with desktop operating systems
- Working technical knowledge of current network protocols, operating systems, and standards
- Ability to operate tools, components, and peripheral accessories.
- Able to read and understand technical manuals, procedural documentation, and OEM guides.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Good understanding of the organization’s goals and objectives.
- Excellent written and oral communication skills.

**About Alterna Savings**

Alterna Savings and Credit Union Limited (Alterna) has been the good in banking for over 110 years. Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank.

As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings shares its expertise with 217,000 members through a network of 46 branches across Ontario, as well as call cent