Reports To: Associate Director, Service Desk
Location: This is a hybrid role where training will take place in-office (Downtown Toronto) for the first week and at least 1 in-office working day per week will be required thereafter.
General Responsibilities:
Provides first line technical support for computer hardware and software, mobile devices & printers. This includes incident identification, triage, tracking, resolution and potentially following up to ensure that service levels are maintained. The employee strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to user inquiries per agreed service levels. Resolution will include the escalation of incidents to the appropriate sections in IT or to external vendors.
Key Job Functions:
Handle incidents/problems related to providing network, application, and hardware support for the business. Triage, resolve and/or appropriately escalate technical problems that arise
Answer Help Desk calls and providing first tier support for Microsoft Windows, Productivity Software (Microsoft Office Suite, SAP, internal applications, etc.) PC hardware, network connectivity, mobile devices (Android & iOS), A/V Conferencing (Cisco WebEx), VOIP systems (Cisco & RingCentral) and Printers (Xerox MFPs)
User administration (Onboarding/Offboarding, password resets, network access, etc.)
Asset Management
Hardware deployment
Author knowledge base artifacts and documenting Help Desk processes & procedures
Maintain a high quality of service to customers
Key Skills/Desired Experience:
2-3 years of experience as a Service Desk Analyst
Experience with Active Directory
Experience with ServiceNow ITSM
Advanced PC skills
Familiarity with basic networking concepts
Experience with user administration in a client-server environment
Excellent interpersonal skills and the ability to adapt to a wide range of user skills
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to recognize, evaluate, and resolve problems effectively
Demonstrated excellence in installing and configuring operating systems, networked and local printers, and business applications
Strong analytical and organizational skills
Exceptional verbal & written communications skills
Experience with SAP an asset
System ID: 2022-12773
Employee Type: Temporary Full Time
Career Level (EN): Entry Level, Experienced
Street: 11 Church St.
Job Industry (Choose up to 3 industries) (EN): Computer Hardware and Networking, Computer Software, Internet and Ecommerce
External Company Name: CAPREIT
External Company URL: www.caprent.com
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