Service Specialist

2 weeks ago

Lindsay, Canada The Commonwell Mutual Insurance Group Full time

**What will you do**:

- Monitor and respond quickly and effectively to requests received through the ticketing system.
- Provide excellent customer service support and resolve problems in a quick and efficient manner.
- Research, recommend, configure, and administer software configuration changes.
- Perform routine operations tasks (i. e. produce reports, stat files, etc.),
- Work with the various business departments to understand their needs for the software and any issues they are experiencing.
- Troubleshoot errors and issues via periodic testing, help desk tickets, and other methods.
- Act as a technical resource during other projects as required.
- Responsible for the creation of operations and support related documentation.
- Manage user accounts, creating, updating and removing access as necessary.
- Manage PC setup and deployment for new employees using standard hardware, images and software.
- Perform timely workstation hardware and software upgrades as required.
- Install, test and configure new workstations, peripheral equipment and software.
- Maintain inventory of all equipment, software and software licenses.

**Tools / Technologies**:

- Post-secondary education in Computer Science or equivalent is required.
- CIP designation or insurance industry experience is considered an asset.
- Information Technology related designations/certifications would be considered an asset.
- Strong customer service mindset and ability to support end users with varying levels of computer knowledge.
- Strong skill in creating and maintaining technical documentation.
- Diligent attention to detail is essential due to the nature work.
- Ability to perform moderate mathematical calculations is required.
- Sound ethics and confidentiality with good customer service skills.
- Thorough analysis, judgment, and problem-solving skills.
- Ability to multi-task and prioritize is a must.
- Knowledge of the following Infrastructure components: Telephony, Servers, Storage, Network, Security and Client.
- Knowledge in the administration and use of industry and Commonwell standard IT Tools, Applications and Services.
- Knowledge with monitoring tools and client management tools.
- Knowledge and understanding of patching methodologies and the ability to create new methodologies as required.
- Knowledge and understanding of patching methodologies and the ability to create new methodologies as required.

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