Onsite-desktop Support Analyst

2 weeks ago

Vancouver, Canada CompuCom Systems, Inc. Full time

Why CompuCom? (Overview):
**This is an onsite role that will be located in Richmond BC near Vancouver Intl Airport.**

Full proof of Covid -19 vaccination will be required prior to hire.

What We Need & What You'll Do (Responsibilities):

- Establish tier I and II as the single point of contact for all user requests and incidents
- Lead initiatives as assigned by management
- Ability to troubleshoot and resolve incidents at a Tier ll
- Accountable for continuous improvement
- Maintain full ownership of ticket through its lifecycle
- Provide first call resolution or triage for all calls
- Ensure that for every call and/or reported event a ticket was created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage
- Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event
- Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested
- Enter all troubleshooting performed and, if applicable, the resolution
- Escalate tickets to the appropriate support group if required by warm transfer
- If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support
- Determine if there is a commonality amongst tickets being generated.

Who You Are (Qualifications):

- 3-5yrs experience (combination of hands on and phone support)
- Strong technical knowledge of PC and Desktop hardware.
- Hands-on hardware troubleshooting experience
- Working technical knowledge of current operating systems, and standards
- Ability to launch and operate desktop diagnostic tools to perform remote diagnostics
- Analytical and problem-solving abilities, with keen attention to detail
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment
- Strong customer-service orientation
- Excellent written and verbal communication skills
- Experienced in SLA/KPI environment
- Computer Field Service repair experience
- OEM HW Certifications HP, LENOVO, Dell for Desktop, Laptop
- CompTIA A+.

**Bonus Certifications/ Experience**
- Xerox, and/or SATO Printer Service Experience.

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