Service Desk Technician Jobs

“Always our best food, made especially for you.” Pizza Pizza’s mission is to make each and every occasion with us an enjoyable and memorable experience for both our customers and our team members.

Pizza Pizza is Canada’s favourite pizza chain for a lot of reasons, but the most important one is our people. Before that box ever arrives at your door, a diverse team of talented people make it happen, from the head office to the kitchen counter and we are currently looking for a Business Requirements Analyst to join this team.

Responsibilities

1. Field incoming service requests from end users.

2. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

3. Build rapport and elicit problem details from service desk customers.

4. Prioritize and schedule your work. Escalate problems (when required) to the appropriately experienced technician.

5. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

6. Apply diagnostic utilities to aid in troubleshooting.

7. Identify and learn appropriate software and hardware used and supported by the organization.

8. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

9. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.

10. Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

11. Assist with the preparation for new stores, equipment replacements / upgrades, supporting our field support technicians and any 3rd parties.

12. Assist our business partners as required.

13. Keep all appropriate parties informed on the status and progress of all issues.

14. Test fixes to ensure the problem has been adequately resolved.

15. Perform post-resolution follow-ups to service requests to ensure the issue has been resolved.

16. Evaluate documented resolutions and analyze trends for ways to prevent future problems.

17. Develop any necessary documentation such as procedures and processes.

18. Develop documentation and frequently asked question lists for end users.

Position Requirements

1. Enrolled in a relevant college program in information technology, or equivalent.

2. Previous related coop experience with Help Desk / Service Desks is a definite asset.

3. Experience in a supporting PC’s, application software, infrastructure software, and network operations environment is a definite asset.

4. An understanding and familiarity with IT procedures and processes is a definite asset.

5. Experience with desktop and server operating systems, including Windows XP, Windows 7, Windows 10, Windows 11, Google Gmail and Google Drive.

6. Requirement to work a non traditional work schedule.

7. Good understanding of the organization’s goals and objectives.

8. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.

9. Exceptional written and oral communication skills.

10. Strong documentation skills.

11. Ability to absorb and retain information quickly.

12. Ability to present ideas in user-friendly language.

13. Highly self motivated and directed.

14. Proven analytical and problem-solving abilities with a keen attention to detail.

15. Ability to effectively prioritize and execute tasks in a high-pressure environment.

16. Exceptional customer service orientation.

17. Experience working in a team-oriented, collaborative environment.

18. Application support experience with store systems an asset.

19. Knowledge of programming languages an asset.

Departmental Requirements / Responsibilities

1. Be aware of all departmental issues as they relate to your area of responsibility.

2. Understanding of the organization’s goals and objectives.

3. Support other IT staff as necessary.

4. Be part of the 24/7 on-call rotation, to be able to work any shift

5. Provide assistance to other team members and their projects as required.

6. Maintenance, support and application implementations will require working outside of normal business hours from time to time with as much notice as possible. But “No Notice” may happen in extreme situations.

7. Sharing information with all IT staff in a timely fashion.

8. Contribute to the creation of IT processes and procedures as well as comply with the same.

9. To be the backup resource to other resources in the department.

10. Ensure your backup resource is able to perform the majority of your routine tasks when you are away.