Junior - Intermediate Service Desk Technician based in Victoria in a hybrid work

 


Our public sector financial client is seeking a Service Desk Technician.

Primary Responsibilities

• Incident and Request management
• Provide Technology support staff in a Hybrid Working environment, providing remote and in-person support requiring problem analysis, technical assistance for various technology systems
• Answer incoming telephone calls to the Customer Support Centre, utilize proper work codes on the telephony system for reporting daily activities
• Logs all support requests (received by phone, e-mail, walk-up, portal) in ServiceNow application
• Classifies and categorizes incidents, prioritize incidents to ensure timely resolution through the established escalation process, dispatch requests to external service providers as required
• Collects and/or updates contact information from clients when opening or updating tickets, responsible to client requests to troubleshooting and resolve hardware and software issues, diagnosing and identifying issues
• Utilizes remote control tools to resolve hardware and software issues
• Document detailed summary and description for every request or problem reported to the Customer Support Centre; log all troubleshooting steps attempted; document detailed resolution on every ticket before closure
• Follows up on unresolved calls; provide regular communication to clients advising of progress on their requests
• Follows Major Incident Procedure when a potential major incident (i.e. system failure) has been detected
• Participates in scheduled Queue Monitor roles and responsibilities
• Assists Service Technicians and Technology staff when required
• Follows standards and policies set out by BCI and Technology
• Participates, as directed, on projects as the Customer Support Centre subject matter expert
• Configures, installs, and maintains hardware and software for workstations, including:
• Following established ticketing procedures when documenting, analyzing, and diagnosing technical problems including resolving multi-environment/platform hardware, software, or operations
• Implementing solutions and workarounds to provide problem resolution for personal computers and level 1 network issues
• Setting priorities for problem resolution and escalating when attempted solutions are not satisfactory
• Supporting Smartphones, tablets, and the Mobile Device Management Solution
• Service awareness of all the organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• o    Provide technical support for Video Conferencing platforms such as MS Teams, Zoom, Cisco Webex etc.
• o    Support Audio/Video equipment as needed for various meetings and events.
• o    Develop and maintain Standard Operating Procedure documentation for Video Conferencing Systems.
• Assists staff and systems administrators with systems problems and decisions including:
• Providing technical advice and recommendations for systems, products, and services available
• Planning installations and upgrades in consultation with staff, application owners and\or systems administrators
• Working to resolve failure or problems in the event of a server failure or hardware problem at a time when more senior staff are not available
• Managing Active Directory and email user accounts

Qualifications
Must have:

•  A degree or diploma in Computer Science and at least three years of related experience; or the equivalent combination of education, training, and experience
• Sound business acumen to complement expert-level knowledge in emerging information technology practices
• Analytical and problem-solving abilities with an ability to explain very technical concepts in non-technical terms
•  Strong organizational, presentation, and customer service skills with an ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in a fast-moving environment
• Adeptness at working with all levels of the organization on IT issues as well as carrying out general administrative and operational functions within a non-union work environment
• Diplomacy, tact, and strong interpersonal skills
• Experience with ServiceNow or comparable service management tools
• Experience in both Windows 10 and Office 365 as well as managing Active Directory