Intermediate Service Desk Technician - Toronto, Canada - Info-Tech Research Group Inc. - Canada

Info-Tech Research Group Inc. - Canada

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions.

We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.

Why join us?

We pride ourselves on consistent yearonyear growth, with doubledigit growth even during a global pandemic.
We are in the Top 3 on LinkedIn's Top Companies List in Canada.
Info-Tech fosters a growthfocused, entrepreneurial culture with unlimited opportunities for professional growth and development.
We provide financial support for professional development and training.

The Role
The Intermediate Service Desk Technician will ensure proper computer operation so that end users can accomplish business tasks.

This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and nececessary to maintain SLA expectations.

Problem resolution may involve the use of diagnostic and help request tracking tools, as well as hands-on help at the desktop level.

Key Responsibilities

Assist in software releases and rollouts to the end users.
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Record, track and document the service desk request problemsolving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

Education and Experience

Minimum Postsecondary certificate.
A College diploma or University degree in the field of computer science, computer systems or network operations is an asset.
23 years equivalent work experience.
Professional experience using Active Directory is a must.
Experience troubleshooting Windows and Mac OS systems.
Experience troubleshooting mobile devices, both iOS and Android.

Skills

Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapportbuilding, listening and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in userfriendly language.
Keen attention to detail.
Proven analytical and problemsolving abilities.
Ability to effectively prioritize and execute tasks in a highpressure environment. Exceptional customer service orientation.

_Info-Tech Research Group of companies__ is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process._