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Service Desk Level 1
2 weeks ago
**Introduction**:
**Position Summary**:
**As a Service Desk - Level 1, you will be responsible for**:
Acting as first level (tier 1) support for Home and Community Care Support Services Central East staff and external partners;
Supporting CHRIS HPG;
Receiving, logging and responding to Service Desk incident calls, service requests and moves/adds/changes;
Performing initial level of problem identification and attempts to resolve; documents all troubleshooting efforts in Service Desk problem ticket and makes prompt notifications to next level support groups for resolution in order to minimize the amount of time taken to resolve issues;
Following up on all levels of Service Desk problem tickets to ensure resolution meets Service Level Agreement timelines;
Participating in meeting room setup of equipment as required;
Assisting with imaging and/or deployment of hardware and software;
Assisting with hardware refreshes as required;
Ability to contact vendors/providers/suppliers as required to request service;
Using Microsoft Active Directory in order to perform basic functions such as reset passwords, unlock user accounts, disable user accounts, change user descriptions, etc.
**Minimum Qualifications & Position Requirements**:
A College diploma in Computer Science or the equivalent in education, training and related experience;
Demonstrated aptitude with computer hardware and software;
Strong problem solving abilities;
Excellent verbal and written communication skills;
Customer service competencies; client focused;
Able to work in virtually centralized Service Desk environment, with initiative to learn from each problem and resolution and to grow technically;
Effective working relationships with internal and external customers and stakeholders;
Excellent interpersonal, team building, diplomacy and presentation skills;
Ability to facilitate innovation and creativity;
Ability to set priorities and multitask;
Conflict resolution capabilities.
**Work Environment and Hours of Work**:
**Additional Information**:
There may be an interview and/or testing as part of the process.
**FOR EXTERNAL APPLICANTS ONLY**: Home and Community Care Support Services has implemented a mandatory vaccination policy across the province that requires all staff to be fully vaccinated against COVID-19. Applicants being considered for employment will be required to provide proof of vaccination documentation confidentially to Human Resources upon hire. Any medical or human rights exemption requests will be reviewed and validated prior to an offer of employment.
We are an Equal Opportunity Employer in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario Human Rights Code (OHRC). Home and Community Care Support Services Central East will provide accommodations throughout the recruitment, selection and/or the assessment process to applicants with disabilities.
