Hey all,
One of our clients is looking for an IT person. This role is internal, and isn’t a customer service type role, like at Dell or something. Here is the job description:
Our client is hiring a Service Desk Support Technician to work within the limits of corporate Global Information Technologies (GIT) policies, local practices, approved budgets, and in line with our client’s management philosophy. This position has the responsibility and authority to accomplish the following duties:
- Understand and respect GIT policies, procedures and local administrative practices.
- Identify opportunities to improve processes.
- Use the call tracking system as prescribed by GIT practices.
The following duties will be completed with cooperation from corporate and regional GIT support teams and local project/discipline team leader(s).
- Provide first-level incident resolution in a professional courteous manner.
- Ensure the accuracy of the customer information within call tracking system.
- Prioritize calls based upon severity and impact to both our internal and external customers.
- Determine appropriate call routing to ensure the incident is matched to the appropriate resolver(s).
- Cooperatively interact with the service desk, sysadmin, tech and installation pools to ensure the quality of the services provided.
- Cooperatively interact with the other regional service desks and the corporate service desk to ensure the quality of the services provided.
- Cooperatively interact with western region GIT administration to ensure the accuracy of the GIT inventory.
- Provide instruction to our customers regarding GIT policies, procedures;
- Participate as a presenter in the new user orientation sessions.
- Embrace and champion the ITIL model and apply to the services that GIT provides.
- Participate in the archiving / recovery of terminated projects.
- Participate in the creation and maintenance of required documentation.
Specific requirements of the position include:
- Diploma in Computer Technologies.
- Advanced knowledge of Microsoft desktop operating systems, personal productivity tools. Microsoft NT user account administration.
- Participate in knowledge sharing.
- Good oral and written communication skills.
- Persistent problem solving skills.
- Good task management skills.
- Creative problem solving skills.
- Process focused.
- Carry a cellular phone / pager, work on evenings and weekends as required. Participate in “on-call” rotation.
This position in located in Edmonton and reports to the Edmonton Information Technology Lead, while maintaining working relationships with the Corporate Service Centre Assistant Manager and other regional Service Desks.
The position will initially be contract, to be put to staff after approximately 6 months.
Approximate rate is 33/hr; which will be negotiable according to experience etc.
Contact Aaron Nerenberg for further qualifications.
anerenberg@atsrecruitment.com
