Service Desk Tech I

1 week ago

Mississauga, Canada CompuCom Systems, Inc. Full time

Why CompuCom? (Overview):
**Overview**:
CompuCom enables our clients to focus on what matters most - their customers and their businesses. To do so, we employ a customer-centric, hard-working, and talented group of people.

This position will start off remote with a possibility of becoming an onsite role in the future.

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

**Location: Mississauga,ON.**

**Responsibilities**:

- Respond to end user inquires, run diagnostic programs and determine and implement solutions
- Provide hardware related support for PCs, laptops, printers, cell phones, and tablets etc.
- Resolve Level 1 issues and escalate complex and/or high priority incidents to the appropriate support groups for resolution
- Provide account management for access provisioning
- Follow-up with end users to provide status updates as per service level guidelines
- Communicate with customers at all levels of technical and non-technical skills sets
- Follow all standard operating procedures (SOP) through the effective use of Knowledge management
- Work collaboratively with people across the organizationProperly document and track all contacts using a ticketing system with a sense of urgency and an eye for detail
- Other duties as assigned

**Qualifications**:

- Minimum of 1-year experience working in an IT Service Desk/Inbound Call Center environment
- Superior customer service skills with an ability to demonstrate empathy
- Excellent professionalism and a self-motivated attitude, with the ability to work in multiple environments and prioritize tasks effectively
- Sound problem-solving abilities, with the experience to quickly identify issues as they arise and provide best practice advice to achieve resolution in a timely manner
- Strong English communication skills (written and oral) and the ability to interpret, understand and deliver end-user requirements
- Solid trouble-shooting, problem solving and collaboration skills and be able to work effectively as part of a team
- Basic understanding of Service Desk metrics/SLA’s
- Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents
- Associate’s degree or diploma in Information Technology
**Nice to have**:

- Certification in relevant IT products/technologies a plus
- Basic knowledge of ITIL

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.

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