Service Desk Technician

What Youll Do:

Reporting to the Service Desk Assistant Manager the core parts of your role will be to: 

• Respond to evaluate and prioritize incoming telephone voicemail e-mail and in-person requests for assistance from users experiencing problems with hardware software networking and other computer-related technologies.
• Interview user to collect information and investigates the source of the incident(s). Review actions taken by user. Assess cause of incident determining whether it is related to hardware software cabling telephones etc. and resolves the incident. Escalate all other incidents to second-level technicians as required.
• Identify research isolate and escalate (when necessary) incidents to assist in resolution of network and hardware problems. Follow up to ensure resolution and communicating to appropriate parties as required.
• Use a service management database to log and track service requests ensuring maintenance of all historical records and problem documentation.
• Prioritize and categorize user problems and distributes workload to other technical staff as required.
• Prepare help desk incident reports and various standard statistical reports as required.
• Ensure all tickets are adequately documented on closure
• Strive for first call resolution with issues including but not limited to password resets spam quarantine release Microsoft Office E-mail voicemail auto attendant Web Hosting and browser configurations
• Analyze and evaluate incident reports and offers recommendations to users and managers to reduce help-line incident rates.
• Consult with technical staff and provide information regarding recurring software hardware and user-related incidents.
• Liaise with software and hardware vendors requesting and tracking service as required.
• Commit to timelines and acts as a liaison between information technology services and users.
• Maintain quality of service and keep information confidential to protect operations.
• Perform other duties within competence as assigned.

Qualifications :

Lets Talk About You: 

This is the unique blend of skills and experience we would love to see in an ideal candidate:

• A college diploma in computer science or a related subject.
• Advanced knowledge of personal computers and Microsoft Office systems including M365.
• A minimum of three years experience as a service desk technician or in a related technical field.
• General knowledge of network management.
• The demonstrated ability to use innovative methods to provide outstanding service in an accurate and efficient manner.
• The demonstrated ability to effectively communicate technical subject matter to end users.
• Superior time management and organizational skills to manage competing priorities including project management skills.
• The ability to communicate in French is considered an asset.

We also consider your potential. If you know you have what it takes to do the job but your experience doesnt exactly match the qualifications above we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information :

Some of the Perks We Offer:

We offer best-in-class pension and benefits total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons youll love working here:

• Rewarding salary and bonuses that truly value your dedication
• Industry-leading group benefits with 100% premium coverage (excluding LTD) that start on your first day
• Defined benefit pension plan for a financially confident retirement
• 100% coverage of approved continuing education and licensing fees (including RIBO courses in Ontario)
• Access to a wealth of learning resources including LinkedIn Learning for professional development
• Flexible work-from-home and hybrid options
• Unlock your potential with opportunities for advancement

Lets work together! If you are interested in this opportunity please apply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business we protect what matters most to our members. As an employer we value what matters most in our workplace. Together this includes fostering a diverse equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however only candidates selected for an interview will be contacted.

#LI-Hybrid

Remote Work :

No

Employment Type :

Full-time