One of our Crown Corporation clients within the Public Sector is looking for a Service Desk Specialist for a full-time contract role to e xecute the day-to-day delivery of Service Desk to ensure minimal disruption to the business while providing exceptional customer service. Acts as a primary point of contact for end-users with Technology related queries and supports Service Desk operations in day-to-day fulfillment of user assistance requests, investigates incidents, provides troubleshooting expertise and resolves situations as they arise.
The submission deadline is on Monday January 15th @ 5PM. Please apply if you have access to a vehicle and access to go to the client site in North York, ON.
QUALIFICATIONS / EXPERIENCE
Knowledge:
• Post-secondary degree, preferably
in information systems, business administration and/or project management
discipline, or an equivalent combination of education, training and experience
• Primary knowledge around:
o PC/Workstation Software
o PC/Workstation Hardware
o Handheld Hardware
o Technical Troubleshooting
o Technology Systems Management
o Help Desk
o Technology Incident Management
o Problem Management
o Technology Service Improvement
Experience:
• Minimum of three (3) years’
experience in progressively advancing roles within Technology or related
function
• Minimum of two (2) years’
experience in Service Desk Support
• Proficient in technical
troubleshooting, technology incident management, problem resolution and help
desk functions
ROLE TASKS/RESPONSIBILITIES
Executes the day to day delivery of Service Desk services (e.g. including the connect walk in service, PC/Workstation software, hardware, handheld, Technical Troubleshooting, IT
systems management, User accounts, User Access Management and Request Fulfillment), including delivering services based on standardized work practices and processes that supports the Service Desk activities (Incident/Break Fix/ IVR Calls, ServiceNow Tickets/ Access Help/ OLG Connect locations/ pick & ship, guest wireless, EDRM priority) etc.) to ensure
business stability
• Implements processes for new and existing Service Desk initiatives, products and services change projects across the entire lifecycle (i.e. detailed release activity task planning/management,
service readiness/acceptance, service transition, compliance reporting etc.) to minimize any disruptions to the business
• Classifies and elevates incidents as per OLG Service Classification requirements, including escalating requests or incidents the appropriate groups (as required) in a timely manner to improve
time to resolution
• Supports the ITIL process development, implementation and adherence for the Service Operation Service Desk area (e.g. incident troubleshooting/ resolution/ change management,
escalation), including providing related reporting to ensure traceability and transparency
• Handles Service Desk tickets from the queue management system to ensure services are meeting the predefined service level agreement (SLAs) targets including escalating issues as necessary, to ensure timely resolution and stakeholder satisfaction
• Prepares technical documentation of Service desk troubleshooting activities to ensure consistent quality of services.
• Assists in root-cause analysis, solution research and development for new and unknown Service Desk issues to resolve issues in a timely manner
• Contributes to continuous improvement opportunities for Service Desk support services in orders to drive improve efficiency metrics
À propos de TEKsystems:
Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d’un nouveau monde d’opportunités. Nous sommes une équipe solide de 80 000 personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l’industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C’est le pouvoir d’un vrai partenariat. TEKsystems est une société du groupe Allegis.
About TEKsystems:
We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.
ADP is hiring Payroll Customer Service Representative !!! Do you want to join a company with award-winning training and world-class...
Apply For This JobIt is an extraordinary time for Standard BioTools. Our technology is empowering customers to improve life through comprehensive health insight....
Apply For This JobPeople don’t come to you for just a haircut, they come to you for a Masterpiece! That’s because you’re not...
Apply For This JobEstablished in 1976 the Saskatchewan Indian Institute of Technologies (SIIT) is a First Nation governed post-secondary institution. Recognized under provincial...
Apply For This JobCompany Description Work with Us. Change the World. At AECOM, we’re delivering a better world. Whether improving your commute, keeping...
Apply For This JobADP est à la recherche d’un gestionnaire de district des ventes internes . Merci de votre intérêt! Laissez-nous vous en...
Apply For This Job