Service Desk Systems Engineer

INTELLISWIFT INC; Alnwick Parish; On-site; CAD 50,000 - 70,000; Full time

Job summary

A technology services company in Alnwick Parish is seeking an enthusiastic individual to provide call center support for various hardware and software application issues. The ideal candidate will have strong communication and customer service skills, with a background in IT support and a Bachelor's degree in a related field. Flexibility in working on-site is required, as you will assist users and team members while providing timely solutions.

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, or related field preferred.
• 3 to 5 years of IT experience in customer service and/or production support within multi-platform environments.

Responsibilities

• Provide call center support for hardware and software application issues.
• Assist Service Desk Team members in resolving caller inquiries.
• Document, track, and monitor assigned support problems for timely resolution.
• Follow up with end users to ensure resolution of support issues.

Skills

Customer service skills

Strong communication skills

Problem-solving skills

Time management

Attention to detail

Adaptability

Education

Bachelor's Degree in Computer Science or related field

3 to 5 years of IT work experience

Tools

Active Directory

ServiceNow

Gsuite

Job description

TECHNICAL SKILLS

• Basic working knowledge with Microsoft Excel, Word, Outlook and GSuite products
• Advanced telephone and customer service skills
• High energy and motivated
• Superior verbal and written communication skills
• The ability to overcome objections
• Excellent time management/work organization skills
• Strong attention to detail
• Willingness to continually learn and obtain further development
• Ability to successfully adapt to changing workload and time constraints

JOB DESCRIPTION - Will require to be on site three days a week every other week.

SUMMARY

Provide call center (phone) support for hardware and software application problems related to desktops, laptops, printers and other electronic peripherals and devices. Log and track support calls into the department's call tracking system. Research and resolve tier 1 application and technical support issues. Escalate higher tiered support issues to appropriate IT departments for resolution. Ensure that all support calls are resolved and closed within established service levels. Follow up with end users to confirm that support issues have been addressed appropriately and within expected timeframe. Must be flexible to be able to handle other Service Desk task's.

ESSENTIAL DUTIES

60% Provides call center (phone) support for hardware and software application problems related to desktops, laptops, printers and other electronic peripherals and devices

20% Provide technical assistance to Service Desk Team members to resolve caller issues.

10% Responsible for documenting, tracking and monitoring assigned problems to ensure resolution in a timely manner

10% Responsible for follow up with end users to confirm support issues are resolved

LEVEL BASED COMPETENCIES

• Strong Communication skills (verbal & written)
• Developing Decision Making skills
• Good Collaboration skills
• Strong Customer Focus (due to role)
• Initiates Self Action some of the time
• Developing Business Acumen
• Developing Skills in Building Working Relationships and Team Work
• Developing Stress Tolerance skills

KNOWLEDGE, SKILLS & ABILITIES

Technical knowledge/skills (entry, intermediate, advanced)

• Strong PC and System skills
• Strong PC Hardware skills
• Strong knowledge and execution of IT Standards, Policies and Procedures
• Good knowledge of Information Security Awareness
• Strong knowledge of Systems, Applications, & Technologies
• Active Directory
• ServiceNow
• Gsuite

General knowledge/skills (entry, intermediate, advanced)

• Strong communication/active listening skills
• Strong customer service focus
• Relies on extensive experience and judgment to plan and accomplish goals
• Strong ability to Multi Task
• Strong Analysis & Problem Solving Skills
• Developing Adaptability

EDUCATION/EXPERIENCE

• Bachelor's Degree in Computer Science, Information Systems or other related field, 3 to 5 years experience in IT, or Associates Degree from a Technical Institution
• 3 to 5 years of IT work experience including customer service and/or production support in a multi-platform environment