Desktop Support Technician

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. The below job opportunity is with one of our clients who is a global information technology company that provides high performance and industry focused solutions integrated with leading edge security to clients in government financial services and commercial markets. Their offerings include security software and services digital transformation and workplace services industry applications and services and innovative software operating environments for high intensity enterprise computing.

Role: Desktop Support Technician

Location: Montreal QC H2Y 1L6

Duration: 3 months

Work Type :Onsite

Job Type: Temporary Assignments

Job Description

• The Desktop Technician is responsible for providing end user support relative to software hardware and network assistance.
• The Desktop Technician delivery is predicated on Tier 2 diagnostic experience and judgment as well as the application of pre-established workflow procedures.
• The Desktop Technician provides instructions to identify research and resolve technical problems. Additionally the Desktop Technician tracks and monitors the incidents and orders to ensure a timely resolution. Must have excellent communication skills both written and verbal.

What We Need & What Youll Do (Responsibilities)

• Establish tier I and II as the single point of contact for all user requests and incidents.
• Lead initiatives as assigned by management.
• Ability to troubleshoot and resolve incidents at a Tier 2 Maintain full ownership of ticket through its lifecycle.
• Provide first call resolution or triage for all calls.
• Ensure that for every call and/or reported event a ticket was created in both a timely and accurate manner.
• This one call/one ticket method provides effective tracking of all incidents and service requests.
• In the cases where a single incident has affected multiple users this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.
• Verify user contact and asset information categorize ticket accurately and populate ticket with full description of event.
• Utilize the knowledge base and other support documentation to identify isolate diagnose and resolve end-users technical problems and provide information and status as requested. Enter all troubleshooting performed and if applicable the resolution. Escalate tickets to the appropriate support group if required by warm transfer.
• If support requests cannot be resolved expeditiously or if the team lacks the permissions or access to correctly resolve the incident/service request then the issue is escalated to the appropriate support. Determine if there is a commonality amongst tickets being generated