Service Desk Technician - Dartmouth, Canada - Halifax Harbour Bridges
1 week ago
Description
The role of the IT Service Desk Technician, reporting to the Tolling & Technology Manager, is pivotal in delivering technical support and aid to end-users within HHB.
This position encompasses responding to queries, identifying and resolving technical issues promptly, escalating problematic areas in a timely manner, and ensuring the seamless functioning of IT end-user systems.
As the first point of contact for users in need of technical assistance, the IT Service Desk Technician is accountable for upholding a high level of customer satisfaction and providing assistance and training to end-users when required.
Strategic Role Accountabilities
- Directional outcomes & process goals the role must focus on to help enable the organization's mission and objectives._
- Guide users through troubleshooting processes, document incidents using a ticketing system, and prioritize and escalate issues for prompt resolution when necessary.
- Diagnose and resolve hardware/software issues across diverse devices while tackling network connectivity issues.
- Conduct training sessions for endusers, enforcing adherence to security policies.
- Supervise IT equipment inventory management, coordinating with vendors for repairs and replacements.
- Manage user accounts, including password changes, resets, and removals.
- Identify and escalate critical issues, perform root cause analysis, and devise new resolutions for recurring problems.
- Collaborate with HHB technical teams and endusers to maintain systems in line with industry best practices.
- Take ownership of service desk requests, providing comprehensive support.
- Develop, maintain, and implement technology documentation, policies, and procedures for enduser support.
- Innovate by automating system administration processes to increase efficiency.
- Construct and maintain SharePoint sites, subsites, lists, libraries, and content.
- Establish best practices and automated routines using HHB's modern service desk tool.
- Resolve problems without documentation by guiding customers through established processes over the phone or in person, utilizing critical reasoning.
- Stay in communication with customers until their issues are fully resolved or their requests are completed.
- Perform upgrades for desktops/laptops, tablets, mobile phones, and other devices; obtain authorization for new hardware.
- Perform administrative duties, including scheduling equipment or laptop loans and organizing shipments to remote sites if required.
- Demonstrates both independent and collaborative work capabilities.
- Fosters and sustains cooperative relationships with individuals encountered in the course of duties.
- Provides exceptional customer support and communicates effectively, adhering to service desk procedures and policies. This involves engaging with remote and internal users, as well as collaborating with other departments.
- Strives to create a positive support encounter for customers, cultivating strong relationships and trust through a professional demeanor and a receptive attitude towards understanding and addressing customer issues.
- Ensures ongoing efficiency of enduser peripheral devices and build solutions to allow components to work seamlessly together.
- Prioritizes requests, organizes, schedules, and coordinates a variety of activities.
- Conveys information effectively to colleagues through clear and concise oral and written communication, focusing on local IT procedures and company policies.
- Investigates user inquiries by referencing technical manuals and guides, offering technical assistance, and articulating complex concepts in simple terms.
- Adapts to evolving technology by acquiring proficiency in new software and hardware packages.
- Maintains thorough documentation of all tasks performed and develops records for new procedures.
- Nurtures, promotes, and champions HHB's world class safety program.
- Establishes and maintains a safety culture throughout the organization.
Core Performance Capabilities
- For a full description of each core performance capability, please see your performance management template._
̈ Health & Safety
̈ Strategic Orientation
̈ Achievement Orientation
̈ Effective Interactive Communication
̈ Partnership & Relationship Focus
̈ Innovativeness & Continuous Learning
Key Relationships
- The development of constructive and cooperative working relationships and maintaining those relationships over time will be key to success.
_
̈ Internal:
- Reports to the Tolling & Technology Manager, Halifax Harbour Bridges
- HHB departments and colleagues
Qualifications
̈ Experience in an IT setting providing support for desktops, laptops, peripherals, and printers, or possession
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