Service Desk Sr Associate

IT SERVICE DESK ADMIN  

Responsibilities:  
• Initial point of contact for users requiring assistance with information technology Issues, including requests and issues primarily via telephone and ticketing portal 
• Timely acknowledgement of requests and issues, executing initial triage / information gathering  / remediation activities and logging requests including executing follow-up and escalations as per company policies 
• Ensure departmental compliance with internal controls and policies 
• Respond to requests for assistance via phone, ticket and/or remote desktop support to remote offices/users 
• Ability to troubleshoot PC hardware, LAN/Network, and software issues, providing accurate, timely and creative solutions, and escalating more complex problems to Tier 3 staff 
• Install/configure desktop software as required 
• Familiarity with peripheral devices associated with computers, as well as mobile devices 
• Maintain a general understanding of networking concepts as they pertain to connectivity of desktop devices 
• Complete assigned tasks, ensuring delivery of services in accordance with established objectives and Service Level targets 
• Display exceptional customer service skills with a focus on quality of service 
• Any other duties as assigned by management.Monitor ticket queues, ensuring equitable distribution of assigned work to technical resources  
• Ensure timely escalation of issues where required by Severity or Priority and/or Service Level Agreement or Senior Management direction  
• Maintain user account access through Active Directory  
• Ensure departmental compliance with internal controls and policies, as applicable  

Requirements:  
• With at least 6 months tenure in the company/have obtained regularization status  
• Previous working experience in an IT Service Desk environment; a technical Diploma, Degree or Certification is a strong asset  
• Technical knowledge supporting PC hardware and common applications including Microsoft operating systems (windows 10), Active Directory, Citrix, VPN, Network 
• A self-directed team player with a strong desire to succeed and a high degree of enthusiasm, integrity and adaptability  
• Well-developed problem solving skills with an interest in process mapping and continuous improvement  
• Ability to multi-task in a fast paced environment, with a high degree of accuracy  
• Highly developed written and verbal communication skills in English 
• Ability to work in a 24/7 environment, including rotational shift covering evenings, weekends and holidays

Eligibility and Application Process:  
• Applicant should be a regular/full time employee 
• Applicant should not have any active Final Written Warning prior to the application 
• Applicant should have a good and passing rate in his/her monthly scorecard  
• Applicant should have a good home internet connection and a dedicated work space 
• Interested employees must submit an accomplished letter of intent and DP application for to Human Resources on or before the prescribed date  
• Successful applicants after paper screening will undergo series of interviews as part of the evaluation and selection process