Heskdesk Support
Maverin Inc.
Ottawa, ON, ca
6d ago

Job Description

Maverin Inc. is seeking Heskdesk Support to analyze the information provided by the user or tools reporting the issue, request or problem, and determine a solution in order to get the user up and running as quickly as possible.

The source of the issue, when known, must be documented in the IT Service Desk call logging system.

The tasks include but not limited to :

  • Log all incidents, problems and service requests by creating a ticket using a tracking system. Incidents, problems and service requests can be presented as phone calls, e-mail messages, walk-ins or alerts from existing monitoring systems, channels such as chats and forums may be added in the future as well.
  • Use sound judgment to determine the type of issue and to determine the level of urgency and impact in order to assign a priority.
  • The priority is a combination of urgency and impact.

  • Try to diagnose and resolve incidents, problems and answer service requests using existing diagnostic tools and knowledge base material.
  • They must use sound judgment to determine the best course of action to ensure resolution of incidents, problems and service requests in a timely fashion and which complies with existing policies, guides and procedures.

  • Follow escalation procedures set by the IT Service Desk Manager. In the event a Service Desk Agents is not able to resolve the issue or answer the service request, the ticket must be assigned to a level 3 technician / specialist.
  • Experience :

  • Have a minimum of 5 years of experience working in an IT Service Desk environment.
  • Have 1 year of experience, within the last 5 years in supporting Office Automation tools such as MS Office Suite.
  • Have 1 year of experience, within the last 5 years, in supporting electronic messaging services, network, Internet and / or Intranet related issues.
  • Have 1 year of experience, within the last 5 years in supporting Windows 10 Operating System.
  • Security Clearance :

  • Must hold a valid Secret Security Clearance.
  • To review and apply for additional opportunities, please visit our careers opportunity page at , thank you.

    Requirements

    Must hold a valid Reliability Security Clearance.

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