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    Service Desk Tech I - Mississauga, Canada - CompuCom Systems Inc

    CompuCom Systems Inc
    CompuCom Systems Inc Mississauga, Canada

    4 days ago

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    Description

    Overview

    )

    Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It We're looking for a Bilingual Service Desk Tech to join our team.

    Our Service Desk Tech spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.

    What We Need & What You'll Do (Responsibilities)

  • IT Service Desk - provides first level technical support through phone, email and chat support (if applicable)
  • Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solution
  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). And Active Directory and Exchange preferred
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Support for PCs, laptops, printers, cell phones, and tablets etc.
  • Support end users in their use of applications such as Microsoft Office, VPN,

    • Who You Are (Qualifications)

  • 1-2 years of related work experience preferably in an IT Service Desk/Call Center environment
  • Active Directory, and Exchange experience required
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
  • Certification in relevant IT products/technologies a plus
  • Focus on providing exceptional customer service
  • Able to communicate effectively in English and French both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
  • Ability to type while in involved in a conversation, at least 30 WPM
  • Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
  • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
  • Working knowledge of the Microsoft Office application suite including MS Outlook
  • AA degree or technical training preferred or equivalent combination of education and experience
  • Solid analytical/cognitive skills to troubleshoot complex and technical problems
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
  • Demonstrated capability to achieve results under pressure in a fast paced client driven environment.
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