IT Service Desk Technician

at  Qikiqtani Logistics Ltd

OVERVIEW

The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

QUALIFICATIONS

• Proven experience in IT support or a related field is preferred.
• Proficiency in Windows operating systems; familiarity with Linux is a plus.
• Excellent customer service skills with the ability to communicate technical information clearly to non-technical users.
• Experience with Jira or similar ticketing systems is advantageous.
• Ability to work independently as well as part of a team in a fast-paced environment.
• A proactive attitude towards learning new technologies and improving existing skills.
  Join us in providing outstanding IT support that empowers our users to achieve their goals!
  Job Types: Full-time, Permanent
  Pay: From $75,000.00 per year

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care
• Wellness program

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday

Work Location: In perso

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of servers.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledge base and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.