Responsibilities Planning Evaluate resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents.
Plan your work appropriately as per department processes. Deployment Assist with software releases and rollouts according to Change Management processes.
Assist with computer and mobile device deployments according to Change Management processes. Operational Build rapport with the business customers.
Escalate problems (when required) to the Customer Solutions Manager and / or other SME’s. Record, track and document the service desk request problem-
solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet / Intranet to aid in problem resolution.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Perform preventative maintenance on end user IT equipment. Test fixes to ensure problem has been adequately resolved. Perform post-
resolution follow-ups with business users. Develop KB documents and FAQ’s for end users. Reinforce SLAs to manage end-user expectations.
Other duties as assigned by the Customer Solutions Manager Formal Education & Certification College diploma or university degree in the field of computer science.
Software and / or hardware certifications considered a plus. Knowledge & Experience Track record of developing and providing SLAs and Service Desk deliverables.
Technical software and hardware troubleshooting knowledge and experience. Working knowledge of a range of diagnostic utilities.
Accomplished in providing SLAs and Service Desk deliverables. Knowledge of these systems : Service Now Citrix XenDesktop iOS Windows 7 / 10 Microsoft Office Active Directory, SharePoint & Exchange Concept of Vitalization O365 / Azure PC, laptop, printer and other hardware break-
fix Construction based software experience would be considered an asset (ie : Procure, eCMS, HardDoller, etc) Personal Attributes Strong customer service orientation.
Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills. Exceptional listening and questioning skills. Ability to conduct research into issues and products as required.
Ability to present ideas and solutions in business-friendly and user-friendly language. Highly self-motivated and directed.
Keen attention to detail. Team-oriented and skilled in working within a collaborative environment. Exposure or understanding of principles of lean thinking Experience with coaching teams in collaborative planning Experience with continues improvement 40-
hour workweek based out of the Edmonton Office. After hours, emergency support on a rotating schedule set by the Customer Solutions Manager.
Some travel will be required to other offices and job sites. Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Adhere to Clark Builders’ policies and procedures.