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    Desktop Support Specialist - Edmonton, Canada - OnX Canada

    OnX Canada
    OnX Canada Edmonton, Canada

    6 days ago

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    Description

    Onx is looking for a Desktop Support for a contract role.

    Client Job Description

    Position Summary: The Service Desk Analyst is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our service desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, email, self-service portal, and walk-up service support.

    Key Responsibilities:

    · Provides 1st level support for on premises & remotely connected staff across all Global locations in line with defined SLA's and OLA's. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.

    · Troubleshoots issues with Windows OS, Mac OS, iOS, and Android. Providing software support including MS Office, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provides hardware support for laptops, desktops, printers and mobile devices.

    · Closely adheres to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes · Logs all client contacts into the IT Service Management Tool

    · Responsible for accuracy into the IT Service Management Tool

    · Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.

    · As assigned, research new technologies to stay informed on end point industry standards and best practices. Makes recommendations to Manager, Global Service Desk for inclusion in technology roadmap

    · As assigned, creates new and maintains published documentation for technical procedures, policies, and standard processes related to end point technologies

    · Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)

    · Additional duties as assigned by the Manager, Global Service Desk

    Knowledge/Skills/Competencies Required:

    · Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.

    · Previous experience with IT Level 1 or Level 2 support roles

    · Great customer service skills with an ability to demonstrate empathy

    · Experience troubleshooting issues clients may be having connecting to or using network services

    · Experience supporting both onsite and remote users

    · Strong troubleshooting, investigative and problem solving skills

    · Ability to design and develop end-user FAQ & training documentation

    · Enthusiastic and pleasant attitude · Strong desire to learn

    · Collaborative team player who can effectively participate in global departmental level meetings and positively influence outcomes · Upholds best practice standards as well as departmental policies and procedures

    · Excellent listening skills, verbal and written communication.

    · Excellent knowledge of English and Dutch (for locations in Belgium, Netherlands) is required. Knowledge of French or the ability to develop French.

    · Able to travel frequently to supported regional locations (10%) Additional Key Skills/Experience:

    · Experience providing technical support in an enterprise environment, consisting of Windows desktops, laptops, thin-clients, Mac OS, and iOS devices.

    · Experience supporting Email systems such as Exchange/Outlook

    · Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management, etc.)

    · Experience imaging/deploying desktops, laptops & mobile devices

    · ITIL Foundation certificate

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