Technical Support Service Desk

Technical Support Service Desk Career Opportunity

The Dufresne Group is currently seeking a Technical Support Service Desk for our Information Technology Team within our Home Office located at 147 Commerce Drive in Winnipeg, MB.

As a Technical Support Service Desk you will be responsible for ensuring the timely restoration of service acting as first line support and whenever possible, first call resolution for incidents reported by US and Canadian internal employees. You will work within defined processes and procedures and are responsible to maintain incident support levels to ensure the resolution of incidents within negotiated service levels and to the customers satisfaction.

The Dufresne Group is committed to investing in our team members; we offer:

• Comprehensive benefits plan and excellent employee discounts;
• Market competitive wages;
• Respectful and family-oriented working environment with strong company values.
• Career growth and continuous development;
• Employer Sponsored Retirement Savings Plan;

As a Technical Support Service Desk, you will:

• Work to resolve incidents as first call resolution within negotiated service Levels and operational metric levels
• Participate in process improvement opportunities
• Perform classification, initial support, investigation, and diagnosis of incidents
• Maintain timely awareness of current initiatives, rollouts, and changes to the technical environment
• Resolve incidents or assign to appropriate second level teams
• Contribute technical content and departmental procedures to the Service Desk knowledge base
• Respond to incidents from customers and support teams

As a successful candidate you will have the following:

• Good understanding and working knowledge of Office 365 products.
• Ability to work a variety of shifts in a 24/7 environment with flexibility to be on call on a 24/7 rotational basis - Potential evening and weekend coverage
• Criminal Record Check required
• Excellent communication and customer service skills.
• Good problem-solving skills.
• 1-2 years of experience in a diverse technology and customer service-focused role
• Technical certifications or experience in CompTIA A+ and Microsoft.
• Ability to converse in multiple languages is an asset.
• High School Diploma, GED, or equivalent skills and experience
• Adaptive to change and able to manage stress.
• Solid knowledge and demonstrated experience using desktop products and operating systems.
• Team player, effective communication, and interpersonal skills.

Apply now!

The Dufresne Group welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.