Tier 1 It Service Desk Technician

Our client has an immediate opening for Tier 1 IT Service Desk Technician to join their team in Vancouver on a 12 months’ fixed term salaried contract with possibility of further extension or becoming a permanent position.

In your new role as Tier 1 IT Service Desk Technician, you will provide exceptional customer service to the national end user base ensuring that service levels are achieved, will be responsible for the maintenance and administration of computer networks and related computing environments including computer hardware, systems software, applications software and all configurations from a remote support perspective, using a pre-defined resolution framework, develop and apply IT knowledge skills by troubleshooting to resolve and respond to customer issues, act as the first point of contact for all IT queries from all offices (including but not limited to PC hardware, printer, software license and application queries) from assigned customers by telephone, chat, email or in person and respond to queries in a prompt, professional and efficient manner, log and update all queries within the ticket logging system, in line with set Incident and Request Fulfilment processes and procedures, act as the Single Point of Contact to customers managing, owning and being responsible for all IT level 1 support issues, communicate ticket resolution to customers and maintain ticket documentation, work with different teams to resolve and communicate resolutions to customers inquiries, escalating issues to other teams to ensure compliance with cross-team accountabilities, proactively identify and implement process improvements to support continuous improvement initiatives, engage in formal and informal knowledge transfer, ensuring that knowledge base articles are available to the team and kept up to date, coordinate with other teams to deliver seamless service to customers and improve personal knowledge to enhance ability to resolve issues accurately, be proactive in identifying IT coaching and training needs and working with assigned customers and the IT Training Team to address needs accordingly, develop a general understanding of IT processes and policies as defined by the organization in order to respond to incoming customer inquiries, participate in training to continue to develop key functional and technical skills and improve business acumen, communicate frequently with supervisors working to develop personal skills and abilities, continuously improve operations while identifying and suggesting process and system enhancements, monitor personal Key Performance Indicators and adherence to Service / Operation Level Agreements, perform at a level that assists in attaining overall and team-level performance measures and goals.

As ideal candidate, you have the following qualifications:

• Graduate Degree in Computer Science, Engineering or related discipline with an IT focus;

• A+ Certification preferred

• MCSA Certification preferred

• HDI Certification preferred

• Experience supporting Microsoft Windows 10 or above, Microsoft Office 2016 or above,Apple products, Printing solutions (desktop and MFD), Active Directory, File transfer solutions, Microsoft Authenticator (or other two factor authentication protocols), Microsoft Intune (or other Mobile Device Management solutions), Worksite DMS (or other Document Management Systems), Client Management Systems (CMS), Time recording systems, Encryption software, Dictation recording/transcription software, Remote working tools (e.g VPN, Terminal Services, Citrix), SAP, SCCM (reporting, collection management, log analysis), Mimecast email management.

• Broad technical knowledge of IT

• Understanding of IT services, technology and solutions

• Work experience at an IT Service Provider is a plus (delivery level)

• Work experience with ticketing applications (Service Now) is a plus

• Knowledge of existing and emerging hardware and software technologies and IT architectures

• Strong competency in developing efficient and effective solutions to diverse and complex business problems

• Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission critical information and software systems

• Ability to develop and implement IT policies and governance

• Strong analytical, design and development skills including troubleshooting and integration of IT services

• Ability to communicate openly and effectively with senior management, Business Units management, with IT managers, with staff, and with many diverse constituencies

• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments

• High willingness to drive transformation and service improvement

• Highly self-motivated and directed

• Keen attention to detail

• Capability for problem solving, decision making, sound judgment and assertiveness

• Strong organizational and communications skills

• Work effectively in the face of ambiguity, shifting priorities and rapid change while actively developing one's skills and capabilities

• Foster a customer focused environment delivering exceptional customer service and anticipating future customer needs

• Effectively examine events, issues and problems and generate optimal solutions in a timely manner

• Foster a sense of collaboration and work effectively across the organization to achieve goals.

• Excellent English (written & spoken) - other languages specific to business unit are a plus;

Shift Information:

• The IT Customer Service team works an 7am-10pm (ET) shift pattern on a 35 hour work week;

• Candidates must be willing to participate in an 'out of hours' hours on-call schedule;

• Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include extended shifts and occasional evening and/or weekend work.