Altis Technology is seeking a Tier 1 Help Desk to join our client in Oshawa. This is a large-scale education institution offering a short term contract for 2-
3 weeks starting August 26th for 4 Tier 1 Help Desk Analysts.
Help Desk, Tier 1 is the first point of contact for the organization when interacting with the IT Services Department and as such, Help Desk Analyst will be responsible for incidents / problems related to the hardware, software and network environment.
Roles and Responsibilities
First level support via telephone calls, walk-in's voicemail and e-mail directed to the Service Desk maintaining a personal resolution rate of 70%.
Liaises with staff at various levels of both the IT Services department and all other departments.
Responsible to ensure clients are notified and updated at all times as to status of technical problems that may be apparent and inadvertently affecting the user community.
Responsible for providing first line computer hardware and software support, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
Must strive to quickly resolve technical disruptions in service and provide effective responses to user inquiries.
The incumbent will be required to effectively diagnose and resolve technical problems that arise.
Resolution will include escalation of incidents to the appropriate divisions within I.T. Services or to external vendors.
Follow up entails timely feedback to our clients as per agreed service levels.
The incumbent should have a general understanding of hardware, software and telecommunication technologies.
Excellent customer service and customer relations are required.
Qualifications and Experience
Requires knowledge of the information technology division, with specific experience related to Help Desk Practice and Principles.
Must have a strong customer service focus.
Experience using a ticketing system.
Experience in Active Directory and network / system concepts.
Experience with Cherwell ticketing system would be an asset.
Well-developed problem solving, analytical and conceptual skills are required as well as strong written and verbal communication skills.
University Degree / Community College Diploma in Information Technology combined with directly related work experience.
Must have certifications including but not limited to the following : MCP, A+, Network +, Help Desk Institute -HDA (Help Desk Analyst Certification), MOUS, ITIL Essentials.
Must have the ability to co-ordinate all activities of Help Desk, ensuring that customer service is not compromised.