IT Support Specialist Hybrid

The Role IT Support Specialist
Hybrid role in Abbotsford Canada


Overview: The IT Service Desk Specialist provides single point of contact support for end users to receive assistance and maintenance within the organizations desktop and telecommunications environment. This includes installing diagnosing repairing maintaining and troubleshooting all hardware/software applications and equipment (including but not limited to PC/Mac systems mobile devices printers/scanners a/v services) to ensure an optimal working environment. The IT Service Desk Specialist also troubleshoots technical issues in a timely and accurate fashion and provides enduser assistance where required inperson and remote.

Your Most Important Initiatives:

• Incident Management: Handle and resolve user issues promptly.
• SLA Adherence: Ensure timely responses and meet service level agreements (SLAs).
• Ticketing System: Resolve complex support requests using a ticketing system.
• User Support: Deliver friendly knowledgeable and reliable user assistance.
• Global Support: Provide support to staff worldwide addressing hardware and systemrelated issues.
• Knowledge Management: Ensuring all user guides frequently asked questions and process documents are of a high standard and provide quality information to our users and team members.
• Collaboration: Ensuring all employees can use company issued collaboration technologies and proposing new and innovative ways to enhance productivity through collaboration.

Key Result Areas:

Tickets:

• Time to assign
• Ticket data quality (category notes resolution etc.
• Ticket update quality (keeping customer updated)
• Time to close
• Resolution satisfaction survey

Assets & KPI:

• Asset logging and update quality
• Collaboration support for all employees ensuring the best possible productivity and collaboration with the supported technologies.
• Staying informed with current and upcoming technologies
• Knowledge Management providing quality guides documentation and process guidelines.
• Time to assign (based on the IT staff members working hours)
• Standard ticket within one business hour
• Critical ticket within 15 business minutes
• Closure speed based on Category & Criticality SLA

What You Bring:

• Experience working in a Tier 2 Technical Support role
• Technical Background: Strong understanding of IT systems and technologies.
• ProblemSolving Skills: Ability to analyze and recommend solutions.
• Communication: Excellent communication skills to interact with users and stakeholders. ProcessOriented: Familiarity with ITILbased service support processes.

Our success is rooted in a wonderfully wholesome culture best defined by our four overarching values:

• Authentic Relationships People are never a means to an end.
• Continuous Learning Test every assumption and never stay stagnant.
• Interdependence We build systems that require everyone to perform with excellence we are a team and we succeed or fail together.
• Data Driven Decisions Because wisdom requires understanding the facts of the matter disputes between competing perspectives are resolved with data.

If you have any questions about your personal data privacy at SiteDocs please visit our privacy page.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. We are committed to building a team that represents a variety of backgrounds perspectives and skills. The more inclusive we are the better our work will be!

If you need special assistance or accommodation while seeking employment with us please email emailprotected or call:. We are interested in every qualified candidate who is eligible to work in Canada. However we are not able to sponsor visas.

This role is a #LIRemote opportunity.