IT Support Shift Lead

3 days ago

St Thomas, Ontario, Canada KTek Resourcing Full time

Title : IT support shift lead

Role : Saint Thomas, ON (Onsite)

Position: Contract

Job Overview :

  • Administering and supporting IT systems in the production and office environment
  • Installation, configuration of operating systems and special software
  • Parts incoming and outgoing including documentation and creating reports
  • Accepting incoming incidents and customer inquiries
  • Process service/support requests
  • Systematic troubleshooting of problems in 1st and 2nd level support
  • Create evaluations using Excel
  • Maintain and manage asset data "
  • Good hands-on with PowerBI
  • To provide support for on call escalations and doing root cause analysis of given issueTo independently resolve tickets within agreed SLA of ticket volume and timeTo adhere to quality standards, regulatory requirements and company policiesWork on value adding activities such Knowledge base update & management, Training freshers, coaching analystsTo ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

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