Service Desk Tech I

7 months ago

Mississauga, Canada CompuCom Systems Inc Full time

Overview

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Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It We’re looking for a Bilingual Service Desk Tech to join our team.

Our Service Desk Tech spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.

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

IT Service Desk - provides first level technical support through phone, email and chat support (if applicable) Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solution Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). And Active Directory and Exchange preferred Communicates with customers at all levels of technical and non-technical skills sets Support for PCs, laptops, printers, cell phones, and tablets etc. Support end users in their use of applications such as Microsoft Office, VPN, Citrix...etc.

Who You Are (Qualifications)

1-2 years of related work experience preferably in an IT Service Desk/Call Center environment Active Directory, and Exchange experience required Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred Certification in relevant IT products/technologies a plus Focus on providing exceptional customer service Able to communicate effectively in English and French both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers Ability to type while in involved in a conversation, at least 30 WPM Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required Working knowledge of the Microsoft Office application suite including MS Outlook AA degree or technical training preferred or equivalent combination of education and experience Solid analytical/cognitive skills to troubleshoot complex and technical problems Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality Demonstrated capability to achieve results under pressure in a fast paced client driven environment.

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