Desktop Support Specialist

Found in: Whatjobs CA C2 - 1 week ago

Edmonton, Canada OnX Canada Full time

Onx is looking for a Desktop Support for a contract role.


Client Job Description

Position Summary: The Service Desk Analyst is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our service desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, email, self-service portal, and walk-up service support.

Key Responsibilities:

· Provides 1st level support for on premises & remotely connected staff across all Global locations in line with defined SLA’s and OLA’s. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.

· Troubleshoots issues with Windows OS, Mac OS, iOS, and Android. Providing software support including MS Office, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provides hardware support for laptops, desktops, printers and mobile devices.

· Closely adheres to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes · Logs all client contacts into the IT Service Management Tool

· Responsible for accuracy into the IT Service Management Tool

· Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.

· As assigned, research new technologies to stay informed on end point industry standards and best practices. Makes recommendations to Manager, Global Service Desk for inclusion in technology roadmap

· As assigned, creates new and maintains published documentation for technical procedures, policies, and standard processes related to end point technologies

· Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)

· Additional duties as assigned by the Manager, Global Service Desk


Knowledge/Skills/Competencies Required:

· Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.

· Previous experience with IT Level 1 or Level 2 support roles

· Great customer service skills with an ability to demonstrate empathy

· Experience troubleshooting issues clients may be having connecting to or using network services

· Experience supporting both onsite and remote users

· Strong troubleshooting, investigative and problem solving skills

· Ability to design and develop end-user FAQ & training documentation

· Enthusiastic and pleasant attitude · Strong desire to learn

· Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes · Upholds best practice standards as well as departmental policies and procedures

· Excellent listening skills, verbal and written communication.

· Excellent knowledge of English and Dutch (for locations in Belgium, Netherlands) is required. Knowledge of French or the ability to develop French.

· Able to travel frequently to supported regional locations (10%) Additional Key Skills/Experience:

· Experience providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thin-clients, Mac OS, and iOS devices.

· Experience supporting Email systems such as Exchange/Outlook

· Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)

· Experience imaging/deploying desktops, laptops & mobile devices

· ITIL Foundation certificate

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