Help Desk/Client Support Specialist

Job Description

We are currently searching for a Help Desk Technician to join our client in the education sector on a contract basis until end of August.

The position requires full-time availability from Monday to Friday, and the work is based onsite in Mississauga / Brampton.

In this role, the successful candidate will be responsible for providing technical support across multiple locations, ensuring the smooth operation of technology systems and addressing any issues that may arise. Duties :

• Provide friendly, courteous, and quality hardware and software support to all staff members.
• Deliver professional technical assistance by troubleshooting both basic and advanced support requests.
• Act as the primary point of contact for staff inquiries via phone calls, emails, and self-service channels related to ICT incidents and service requests.
• Responsively handle and track all assigned tickets, ensuring adherence to department guidelines and surpassing expectations.
• Receive, prioritize, document, and triage end-user requests.
• Ensure the creation of a ticket for every reported issue in the Service Management System, emphasizing accuracy and timeliness.
• Enter and validate end-user information, including name, department, contact details, asset information, and the nature of the problem.
• Accurately categorize tickets and provide comprehensive descriptions of incidents.
• Record, track, and document all details and actions taken, up to the final resolution, including troubleshooting procedures.
• Monitor ticket queues and proactively identify, research, and resolve technical issues.
• Provide diverse support services encompassing installation, updates, training, and assistance for various technology devices.
• Diagnose and resolve end-users' technical problems, providing requested information and status updates.
• Escalate issues and involve specialists when necessary for prompt resolution.
• If a problem cannot be resolved remotely, escalate calls to technicians for on-site visits.
• Conduct critical escalations through telephone, chat, or face-to-face interactions, promptly informing the Service Desk Manager.
• Provide regular updates on incidents to fellow Service Desk staff until resolution.
• Proactively identify recurring incidents and report them to the Service Desk Manager.
• Follow up with end users to confirm issue resolution and gather feedback, making recommendations for improvement.
• Maintain ownership of incidents and service requests throughout their lifecycle.
• Service desk analysts are expected to balance creative and technical problem-solving, prioritize customer service, and collaborate effectively to ensure widespread access to necessary software and resources within the organization.

Requirements :

• Valid driver's license and own vehicle with clean driving history
• A Community College Diploma in Information Technology or a closely related field
• Minimum of 1 years’ experience or equivalent in an IT Support position. Service Desk role is preferred, or equivalent combination of education and experience.
13 days ago