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Helpdesk level 1+2 support
Ref No.: 18-03495
Location: toronto, Ontario
Job Title: Help Desk/Technical Support
Location: Toronto
Duration: Full Time
 
Purpose of Role:
Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.   Role Accountabilities: Help Desk Operations:
· Provide first level contact and convey resolutions to customer issues
· Properly escalate unresolved queries to the next level of support
· Track route and redirect problems to correct resources   End User Support
· Walk business users and peers through problem solving process
· Follow up with customers, provide feedback and see problems through to resolution Perform user, mobile, telephone, and computer provisioning activities to deliver desktop services to business users
· Utilise excellent customer service skills and exceed customers' expectations
· Ensure proper recording, documentation and closure of incidents
· Recommended procedure modifications or improvements
· Preserve and grow your knowledge of help desk procedures, products and services
· Act as the first tier of support function and escalate to higher tiers or third party service providers where applicable and appropriate
· Maintain the currently high levels of IT user satisfaction from internal employees   Procurement, Contract, and Administrative Support
· Perform procurement activities for technology requests and stock items for manager approval
· Perform contract renewals to ensure that no risks or gaps in services occur.