Unfortunately, this job posting is expired.
Don't worry, we can still help! Below, please find related information to help you with your job search.
Don't worry, we can still help! Below, please find related information to help you with your job search.
Related keywords
Some similar recruitments
Service Desk Supervisor Jobs
Recruited by Toronto Community Housing 8 months ago
Address Toronto, Ontario, Canada
Service Desk/Desktop Support- Cad $20/Hr Max On Inc
Recruited by Compest Solutions Inc. 8 months ago
Address Toronto, Ontario, Canada
Service Desk Agent - 1554161
Recruited by Halian 8 months ago
Address Bruxelles, Manitoba, Canada
It Support Desk Specialist
Recruited by SearchLabs 8 months ago
Address Toronto, Ontario, Canada
Req - 19380 - Project Manager It-Related Level 1
Recruited by S M Software Solutions Inc 8 months ago
Address Toronto, Ontario, Canada
Senior Global Service Desk Specialist (It Technical Support)
Recruited by Teladoc Health 8 months ago
Address Toronto, Ontario, Canada
It Service Desk Specialist
Recruited by SearchLabs 9 months ago
Address North York, Ontario, Canada
Team Lead, Service Desk
Recruited by Recipe Unlimited Corporation 9 months ago
Address Toronto, Ontario, Canada
Service Desk Analyst Ii
Recruited by OnX Canada 10 months ago
Address Toronto, Ontario, Canada
Service Desk Team Leader
Recruited by Armstrong Knight 10 months ago
Address Ilford, Manitoba, Canada
Analyst, It Service Desk
Recruited by Recipe Unlimited Corporation 10 months ago
Address Toronto, Ontario, Canada
It Service Specialist (Service Desk Support)
Recruited by S&C Electric Company 10 months ago
Address Toronto, Ontario, Canada
Service Desk Clerk Jobs
Recruited by PeopleReady 10 months ago
Address Winnipeg, Manitoba, Canada
Technical Support Service Desk
Recruited by The Dufresne Group 10 months ago
Address Winnipeg, Manitoba, Canada
Service Desk Specialist Jobs
Recruited by Randstad Canada 10 months ago
Address Toronto, Ontario, Canada
Senior Business Analyst - (Service Desk / Lead)
Recruited by BMO 10 months ago
Address Toronto, Ontario, Canada
Service Desk Associate Jobs
Recruited by Workhoppers 10 months ago
Address Winnipeg, Manitoba, Canada
It Service Desk Analyst
Recruited by ONxpress Transportation Partners 10 months ago
Address Toronto, Ontario, Canada
Senior It Analyst, Service Management
Recruited by CPP Investments | Investissements RPC 11 months ago
Address Toronto, Ontario, Canada
Service Desk Analyst Jobs
Recruited by Franklin Fitch 11 months ago
Address Toronto, Ontario, Canada
It Analyst Level 1 Jobs
Recruited by ACCES Employment 11 months ago
Address Toronto, Ontario, Canada
Service Desk Technician Jobs
Recruited by MFNERC-Manitoba First Nations Education Resource Centre 11 months ago
Address Winnipeg, Manitoba, Canada
Senior It Program Manager – Service Continuity & Remediation [Remote]
Recruited by Braintrust 1 year ago
Address Toronto, Ontario, Canada
It Service Desk Manager
Company | Thales |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting |
Expires | 2023-05-25 |
Posted at | 1 year ago |
Location: Toronto, Canada
- Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.
- Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
- Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
- Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
- Purchasing and deployment tasks.
- Ensure appropriate training initiatives for new and existing staff.
- Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
- Prepare budget proposals and operational expenditure statements.
- Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
- Develop and enforce request handling and escalation policies and procedures.
- Manage the processing of incoming calls to the Service Desk via both telephone and ITSM platform (ServiceNow) to ensure courteous, timely and effective resolution of end user issues.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
- Manage the overall desk activities and staff.
- Provide uninterrupted 24x7 technical support by managing and coordinating shift rotations, on-call schedules, and phone coverage.
- Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
- Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
- Oversee the development, implementation and administration of service desk staff training procedures and policies.
- Attend Change Advisor Board (CAB) meetings.
- Train, coach and mentor Service Desk Technicians and other junior staff.
- Track and analyze trends in Help Desk requests and generate statistical reports.
- Oversee development and communication of help sheets, usage guides and FAQs for end users.
- College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
- Experience with desktop and server operating systems, including Windows 7, 10 and 11, Windows Server 2016, 2019
- Extensive knowledge of computer hardware, including Intel based laptops/desktop, printers and other computer peripheral
- Working knowledge of a range of diagnostic utilities, including Microsoft SCCM, ManageEngine Desktop Central
- Familiarity with the advanced principles of ITIL
- Demonstrated progressive experience in the management of a technical support team.
- Proven track record of developing, maintaining, and providing SLAs and Service Desk deliverables.
- Strong relationship management and customer service skills
- Solid ability to contingency plan and mitigate potential technical issues
- Proven analytical and problem-solving abilities to effectively prioritize and execute tasks in a high-pressure environment.
- Certification in the advanced principles of ITIL
-
Agente Ou Agent De Prévention De Soir Au Service De La Gestion Des Sentences
By Ministère de la sécurité publique At Montreal, Quebec, Canada 8 months ago
-
Lead Line Cook/Manager On Duty
By Impact Kitchen At Greater Toronto Area, Canada 8 months ago
-
Refinish Tech (Temporary) Jobs
By Boyd Group Services Inc. At Saskatoon, Saskatchewan, Canada 8 months ago
-
Vice President - Treasury
By Boyd Group Services Inc. At Winnipeg, Manitoba, Canada 8 months ago
-
Rock Mechanics Eit Jobs
By WSP in Canada At Greater Sudbury, Ontario, Canada 8 months ago