Technical Support Service Desk

1 week ago

Winnipeg, Canada The Dufresne Group Full time

Technical Support Service Desk Career Opportunity

The Dufresne Group is currently seeking a **Technical Support Service Desk** for our Information Technology Team within our **Home Office** located at **147 Commerce Drive** in **Winnipeg, MB**.**

As a Technical Support Service Desk you will be responsible for ensuring the timely restoration of service acting as first line support and whenever possible, first call resolution for incidents reported by US and Canadian internal employees. You will work within defined processes and procedures and are responsible to maintain incident support levels to ensure the resolution of incidents within negotiated service levels and to the customers satisfaction.

**The Dufresne Group is committed to investing in our team members; we offer**:

- Market competitive wages;
- Comprehensive benefits plan and excellent employee discounts;
- Employer Sponsored Retirement Savings Plan;
- Career growth and continuous development;
- Respectful and family-oriented working environment with strong company values.

As a Technical Support Service Desk, you will:

- Respond to incidents from customers and support teams
- Perform classification, initial support, investigation, and diagnosis of incidents
- Resolve incidents or assign to appropriate second level teams
- Work to resolve incidents as first call resolution within negotiated service Levels and operational metric levels
- Contribute technical content and departmental procedures to the Service Desk knowledge base
- Participate in process improvement opportunities
- Maintain timely awareness of current initiatives, rollouts, and changes to the technical environment
- 1-2 years of experience in a diverse technology and customer service-focused role
- High School Diploma, GED, or equivalent skills and experience
- Technical certifications or experience in CompTIA A+ and Microsoft.
- Good understanding and working knowledge of Office 365 products.
- Solid knowledge and demonstrated experience using desktop products and operating systems.
- Excellent communication and customer service skills.
- Good problem-solving skills.
- Adaptive to change and able to manage stress.
- Ability to converse in multiple languages is an asset.
- Team player, effective communication, and interpersonal skills.
- Ability to work a variety of shifts in a 24/7 environment with flexibility to be on call on a 24/7 rotational basis - Potential evening and weekend coverage
- Criminal Record Check required

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