Please note: This is a fully office based role.
Key Accountabilities
- Provide standard incident resolution via IT Service Desk processes
- Provide basic technical troubleshooting to ticket-based issues, IT projects and strategic initiatives
- Manage basic projects related to service desk processes or technology solutions
- Develop and maintain documentation for end user community and other IT Departments
- Additional projects or tasks as assigned by management
- Responsibility of remote sites to help support and maintain their IT support needs
- Drive and promote improvement to the customer experience within Data & Technology
- Excellent interpersonal, verbal, and written communication skills
- Excellent problem-solving skills
- Client focused approach to work; excellent customer service skills with a Customer Experience mindset with their end user support
- A flexible attitude with respect to work assignments and new learning
- Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
- Willingness to work in a matrix environment and to value the importance of teamwork
- Willingness to travel to other locations to provide support as instructed by management
- 1-2 years + experience in systems support and operations, including LAN administration, PC and user support
- Prior experience within a support focused role, ideally with customer experience as a focus
- Basic experience is required in Hardware (Intel based equipment) and software (PC based operating systems and applications)
- Basic knowledge of standard IP-based networking topologies, networking hardware and exposure to network standards and network protocols
- University/College degree in a relevant technical area (Electrical Engineering, Information Systems, Computer Sciences, Computer Engineering) preferred or technical training certificate and equivalent experience
