Help Desk Team Lead - Vancouver, Canada - Canucks Sports & Entertainment

Canucks Sports & Entertainment

Verified Company

Vancouver, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position:
Help Desk Team Lead - Aquilini Group

Department:
Information Technology

Reports to:
Director, IT Operations

***:

This role will focus on:

Coordinating Help Desk team members in their daily duties of attending to customers and facilitating good customer service culture in team members
Delegating specific Help Desk responsibilities to team members to create specialization and increase service delivery pace
Observing Help Desk operation techniques to determine effectiveness and implement new techniques and training when required
Acting as initial point of escalation for unresolved calls, technical issues, and more complex requests
Monitoring Help Desk ticket system queue ensuring timely resolution of issues
Assisting in procurement process for various AG divisions
Overseeing scheduling of event support, coordinate event support requirements with stakeholders and event managers
Providing first and second level support on computer hardware and software issues on both Microsoft and Apple platforms
Recording all calls in the Technology Ticket Management System and assigning to appropriate team member
Tracking hardware and software inventory
Assisting in documenting and communicating user/technical service policies for products supported by the Help Desk
Developing reference and training materials and provide enduser training
Supporting outside normal business hours is required, including events at Rogers Arena
Supporting various offsite locations servicing companies within the AG Group

WE HAVE:

A team you can belong to and believe in
A fun, high energy environment
An open mind for new ideas
The opportunity to embark on a career development journey

YOU HAVE:

Two to three years of experience within the Information Technology industry in a support capacity
A university degree or diploma in a technical related area
Strong competence in the Microsoft Ecosystem (Office/O365, Exchange 2013/16, Remote Desktop, Server, Desktop OS)
Strong knowledge of Apple OS X and iOS devices
Ability to thrive in a fastpaced, teamoriented environment
Highly organized and detailed, with the ability to balance priorities and multitask
Exceptional communication and customer service skills with an ability to interact in a professional and friendly manner with end users at all levels within the organization
Solid problem solving and troubleshooting skills coupled with a willingness to learn
Possess a valid driver's license and vehicle
Ability to work flexible, extended hours, as required

YOU MIGHT ALSO HAVE:

Previous experience with PointofSale hardware and software

Vancouver is one of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community.

We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.