It Helpdesk

  • 2-5 Year
  • Waterloo
  •   Posted On: April 19, 2018
  •   Skills:  Active Directory, Cisco Certified Internetwork Expert, Desktop Support Technician, Financial services, JIRA

Job Overview

Roles & Responsibilities

Your new role

• Provide first line support through the call-logging software and on-site, as appropriate for all incidents and requests.

• Work with VIPs, providing a white glove service where necessary.

• Issue customers with details of call assignment and likely resolution timescales.

• Reassign or escalate incidents and requests to on-site third line support, third parties or other teams where appropriate discussing fully with colleagues.

• Monitor and update all incidents and requests, including calls assigned to external suppliers.

• Review incidents and requests with customers and work together to continuously improve service delivery provision.

• Deal directly with requests and complaints alike and escalate where necessary.

• You will be handling TCP/IP Troubleshooting

• You will be working with Blackberry Enterprise Server Blackberry Handhelds, Microsoft Exchange Server 2007 / 2010 / 2013, RSA Secure ID or other VPN Technologies, Active Directory 2008, All Windows 2010 / 2013 / 2016 Applications (Word, Excel, PowerPoint, Outlook), Windows 7 / Windows 10, LAN/WAN troubleshooting

• Building and Maintaining Desktop/Laptops (HP/Dell)

• Network Security

What you’ll need to succeed  

• 2-5 years desktop support experience, preferably in a Financial Services Environment

• Solid experience with Active Directory, Exchange

• Support Desk call logging tools – HP service centre / Remedy / JIRA

• Senior management / VIP support

• Cisco Unified Call Manager

• Bloomberg/Reuters

• MCP / MCITP Windows 7 / MCDST / MCSA

• ITIL v3 Foundation

• Data Centre experience

• On call / Out of hours experience

• Apple products / Mobile technologies

Hi! How can we help you?

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