Help Desk/Client Support Specialist

We are currently searching for a Help Desk Technician to join our client in the education sector on a contract basis until March. The position requires full-time availability from Monday to Friday, and the work is based onsite in Mississauga/Brampton. In this role, the successful candidate will be responsible for providing technical support across multiple locations, ensuring the smooth operation of technology systems and addressing any issues that may arise. 

Duties:

• Provide friendly, courteous, and quality hardware and software support to all staff members.
• Deliver professional technical assistance by troubleshooting both basic and advanced support requests.
• Act as the primary point of contact for staff inquiries via phone calls, emails, and self-service channels related to ICT incidents and service requests.
• Responsively handle and track all assigned tickets, ensuring adherence to department guidelines and surpassing expectations.
• Receive, prioritize, document, and triage end-user requests.
• Ensure the creation of a ticket for every reported issue in the Service Management System, emphasizing accuracy and timeliness.
• Enter and validate end-user information, including name, department, contact details, asset information, and the nature of the problem.
• Accurately categorize tickets and provide comprehensive descriptions of incidents.
• Record, track, and document all details and actions taken, up to the final resolution, including troubleshooting procedures.
• Monitor ticket queues and proactively identify, research, and resolve technical issues.
• Provide diverse support services encompassing installation, updates, training, and assistance for various technology devices.
• Diagnose and resolve end-users' technical problems, providing requested information and status updates.
• Escalate issues and involve specialists when necessary for prompt resolution.
• If a problem cannot be resolved remotely, escalate calls to technicians for on-site visits.
• Conduct critical escalations through telephone, chat, or face-to-face interactions, promptly informing the Service Desk Manager.
• Provide regular updates on incidents to fellow Service Desk staff until resolution.
• Proactively identify recurring incidents and report them to the Service Desk Manager.
• Follow up with end users to confirm issue resolution and gather feedback, making recommendations for improvement.
• Maintain ownership of incidents and service requests throughout their lifecycle.
• Service desk analysts are expected to balance creative and technical problem-solving, prioritize customer service, and collaborate effectively to ensure widespread access to necessary software and resources within the organization.

Requirements:

• Valid driver's license  
• A Community College Diploma in Information Technology or a closely related field,
• Minimum of 3 years’ experience or equivalent in an IT Support position. Service Desk role is preferred, or equivalent combination of education and experience.

 

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.