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Service Desk Agent
Montreal, QuebecResponsibilities:
- Using the corporate Service Management tool, provide first level technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner
- Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets
- Use customer service skills to clearly and effectively communicate with end users in English language, using corporate telephony and messaging tools
- Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
- Act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.
- Provide support to ensure stable, reliable desktop systems to the user community across all offices.
- Perform basic analysis, troubleshooting and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required
- Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
- Continually maintains and upgrades technical capabilities and knowledge
- Creates and maintains Service Desk procedures, user guides, and support documentation
- Participates in technical testing and projects as directed
Qualifications
- Education in a related field
- Experience of providing support in a Help/Service Desk environment, or an equivalent combination of training and experience.
- Experience in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
- Should have functional knowledge of ITIL best practices
- Using the corporate Service Management tool, provide first level technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner
- Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets
- Use customer service skills to clearly and effectively communicate with end users in English language, using corporate telephony and messaging tools
- Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
- Act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.
- Provide support to ensure stable, reliable desktop systems to the user community across all offices.
- Perform basic analysis, troubleshooting and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required
- Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
- Continually maintains and upgrades technical capabilities and knowledge
- Creates and maintains Service Desk procedures, user guides, and support documentation
- Participates in technical testing and projects as directed
Qualifications
- Education in a related field
- Experience of providing support in a Help/Service Desk environment, or an equivalent combination of training and experience.
- Experience in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
- Should have functional knowledge of ITIL best practices