Service Desk Tech I

CompuCom Systems IncMississauga, ON

30+ days ago

Salary

CAD18–CAD26 hourly

Job description

Overview

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.