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Location: Mississauga, ON CA Travel Involved: Not Specified Job Type: Full Time Job Level: Experienced Education: Technical/Specialized Training Category: Technical Support Compensation: Not Specified
Position Summary
CompuCom Canada Co. is looking for Technical HelpDesk Analysts to join our Service Desk weekend team in Mississauga. The Analysts must be available for shift rotations to provide 24x7 coverage, including weekends, holidays, and after hours. Requirements ? Provide Level 1 help desk support for standard off the shelf software, desktop hardware ? Password resets for environments and business applications ? Provide Level 1 diagnostic support for business specific applications based on business provided flow charts and scripts ? Identify, monitor and report each problem until resolved ? Initiate and steward problem escalation procedures as needed ? Investigate problems and facilitate root cause analysis and known error recording ? Produce written recommendation containing a solution to avoid problem re-occurrence ? Conduct problem reviews and document results ? Initiate and steward appropriate Level 2 and 3 incident resolutions by dispatching Incident Tickets to appropriate support teams using Remedy ? Initiate escalation procedures when required ? Monitor, manage and report on each incident until incident is resolved ? Expedite handling of Priority 1 and 2 incidents by meeting contracted SLA targets for Incident priority and urgency ? Inform queue owners of any backlog of incidents which are irresolvable. ? Remove front end messages/ distress messages as appropriate. ? Validate customer assets and applications at the time of call. ? Making an initial determination of the potential resolution. ? Escalate tickets to the appropriate Level 2 support group within the service management tool. ? Help document procedures to be utilized by authorized customers for the correct use of supported desktops, systems software, connectivity, and security for the Services. ? Provide information to customers outlining Service Delivery Processes and expectations in accessing the Services. ? Provide customer orientation and education. ? Provide input to Suncor on customer training requirements or functional process issues trending based on Incident Call tracking and analysis. ? Support and deliver customer ad hoc education and training (hardware and software). ? Responsible for the resolution or closure of all calls related to products and services that are not within the Services (e.g. process control systems, training, third party suppliers). ? Help maintain the Knowledgebase for Service Desk electronically. ? Submit new knowledgebase articles and update existing articles as appropriate. ? Help develop and maintain standard operating procedures for Service desk procedures. ? Assist, as requested, in the resolution of recurring incidents. ? Help define and update queues, call types within Service Management Tool. ? Search the Knowledge Base for quick resolution to their questions. ? Help in the maintenance of the knowledgebase, FAQ's and updates to the top ten issues. ? Given the nature of delivering technical support services in a changing business environment, must be receptive to commensurate change in roles and responsibilities as demanded. ? Other duties as assigned. Environment ? Regular and punctual attendance critical while working in this real-time, team-based function. ? Supporting clients via telephone, email and remote access in a large Corporate environment ? Measured using a balanced scorecard approach on both a team and individual basis. ? Must be willing to receive side-by-side and silently monitored and recorded telephone calls performance feedback for quality assurance. ? Must be available to work flexible work schedules, including shift rotations, weekends, holidays, and after hours support
Requirements
Required Skills/Experience Hard Skills ? Previous Help Desk experience ? Knowledge of oil and gas specific applications ? French Canadian bilingual an advantage, but not required ? Understanding of ITIL framework ? Previous experience in oil and gas IT environment ? Strong hardware/software troubleshooting skills ? Understanding of large corporate IT Infrastructure ? 1 ? 3 years year IT Support experience ? At least 6 months experience supporting remote access software ? At least 6 months experience with an incident tracking system, such as Remedy/Clarify/Service Now Certifications ? Any combination of: A+, Network +, an MCP or MCSE certifications (those without A+ are expected to acquire it within 90-days of hire; online training provided) ? The following certifications and experience are assets: o IBM Desktop/Laptop Hardware o HP LaserJet Printers Hardware o Microsoft OS /Software support knowledge Soft Skills ? Excellent 1) English, or 2) Quebec French and English communication skills (written and verbal) ? Customer service driven - technically oriented while maintaining the ability to positively interact with non-technical clients ? Creative problem-solver ? Strong desire to learn and regularly upgrade skills ? Patience ? Conflict resolution skills ? Must be a self-starter and have the ability to manage multiple tasks ? Ability to work independently or as part of a team ? Ability to complete tasks effectively with minimal supervision We thank all applicants, and will contact shortlisted applicants only.
It is the policy of CompuCom Systems, Inc. to provide equal employment for all persons regardless of race, color, religion, national origin, gender, age, country of origin, marital status, veteran status, disability status or sexual orientation. All employment decisions including recruitment, placement, transfer, promotion, training, compensation and termination will be made without regard to these factors. We are committed to an Affirmative Action Program that supports the employment and promotion of qualified women, minorities, individuals with disabilities, disabled veterans and Vietnam Era veterans.
