Job Order Detail

Description

Providing First Point of Contact technical support for users requiring assistance with information technology issues and problems via phone or email logging the issue in the incident management system
Following key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management. Experience working in an environment employing formal processes may be considered an asset.
Accurately tracking tasks/incidents to resolution, including prioritization and escalation
Contributing to and updating the internal knowledge base. Experience with formalized knowledge management process and/or in knowledge engineering will be considered an asset.
Maintaining a high degree of customer service for all support calls and communications.
Taking ownership of user problems and be proactive when dealing with customer issues. Strong technical trouble shooting skills are required.
Researching and troubleshooting problems using available tools such as the Help Desk knowledge base and Remote Assistance.
Responding, as needed, to network, server and communications problems
ITIL Foundations (or higher) certifications will be considered an asset.