jazzhr
Support Services Representative
Ontario Northland
North Bay, CAN
Full-time
Mid
Onsite
CAD 76960-90532 yearly / year
Discovered 3 days ago
Microsoft OfficeSQLSCCMWSUS
Free
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Microsoft OfficeSQLSCCM
Key Skills for This Role
Microsoft OfficeSQLSCCMWSUS
Full Job Posting
- Work as part of the ONTC Support Services to answer live calls, respond to emails, and work with employees in person to ensure courteous, timely, and effective resolution to end user issues.
- Provide first contact call resolution for requests and incidents where possible within scope of Support Services responsibilities.
- Take ownership of requests and incidents to ensure end-to-end support processes are followed, including incident investigation, diagnosis, resolution and closure.
- Provide technical support to employees and customers and respond to various Corporate Services inquires and ensure proper escalations as required.
- Manage end-user accounts, permissions, access rights, storage allocations in accordance with ITS policies and procedures.
- Expected to carry on a relationship with ITS vendors and service providers for ongoing support or troubleshooting of services.
- Promote and enforce IT policies.
- College diploma in Technology, Business, or a related field
- MCP, ITIL, Six Sigma, Lean, ISO 20000, and/or COBIT certifications are preferred
- 1-2 years of customer service and/or computer technology related experience
- Working knowledge of Microsoft environments and products, including Microsoft Office, Visio, SharePoint, Project Server, SQL, Exchange, SCCM, and WSUS
- Experience managing user accounts, permissions, access rights, and storage allocations in accordance with established policies and procedures
- Strong technical troubleshooting skills with the ability to investigate, diagnose, resolve, and close incidents
- Exceptional customer service skills with a commitment to providing timely and effective support
- Excellent verbal and written communication skills, including the ability to communicate technical information to non-technical audiences
- Strong organizational skills with the ability to manage multiple priorities and adapt to changing demands in a fast-paced environment
- Demonstrated analytical, problem-solving, and critical thinking abilities
- Detail-oriented with the ability to gather information, ask clarifying questions, and accurately assess issues
- Ability to work independently and collaboratively within a team environment
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