Job Description: The Service Desk provides 24/7 first-level support for IT, applications and telecommunications systems as well as services used in-house by the Rogers group of companies. The service desk technician position is full-time. The senior service desk technician is responsible for the IT support functions of call handling, first level troubleshooting and customer service. This position involves many rotating shifts (including evenings and weekends). Job Responsibilities: Along with other IT Services groups, follow the processes and use the tools provided to provide optimal support to employees. Support other IT or technical services groups, when requested (network, asset management, broadcast engineering, etc.) Take responsibility for user issues and be proactive in their management. Provide limited software training to users. Maintain a high degree of customer service. Adhere to service level agreements when providing support for computers, operating systems, phones, wireless devices, printers and applications. Troubleshoot any type of problem (quickly and accurately) and provide assistance to users when requested. Maintain documentation for the entire service desk as well as documentation on user processes and procedures. Job Requirements: Working knowledge and experience with documentation, data and reporting tools including Excel and Access. The successful candidate must have at least four years of customer service experience acquired in a support position where he has excelled (help desk, technical call center or equivalent) in a work environment quite complex. Experience with IT Services management tools, such as HP Service Center, Servicenow, BMC Remedy, ISM / Maximo, CA Service Operations Management. Web applications, networks, protocols and emails (SMTP, POP3). Knowledge of fundamental concepts and processes of ITIL v.2 and v.3 an asset. Must be able to manage time effectively, be motivated and reliable, and have a sense of initiative. Technical skills should include Windows 7 / Windows 8 (technical certifications an asset), basic LAN / WAN, general understanding of telephony and industry standard business applications. Job Details: Company: Rogers Vacancy Type: Full Time Job Location: Montreal, Quebec, CA Application Deadline: N/A Apply Here careers-trivia.com
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