Owns the issue through to resolution including escalations, as well as follow-up communication with the end user.
Provide exceptional client care to employees and vendors for issues or requests logged.
Process or investigate service requests and incidents created via the ticketing tool (Remedyforce) according to established service level agreements (SLA)
Support mobile devices including setup, maintenance and troubleshooting
Overall end user hardware and software installations, additions, changes, configuration, testing, maintenance, monitoring, and troubleshooting.
Identify and escalate high-priority issues in a timely manner
Provide end user troubleshooting and support for software applications
System / Application account creation / deletion / change / general maintenance.
Organize daily workload and efficiently manage requests and issues logged
Looks for opportunities to improve levels of service recognizing the needs and expectations of clients.
Demonstrates a commitment to the philosophy and objectives of IS within Bayshore.
Maintains professional standards.
Complies with all Bayshore Policies and Procedures.
Complies with all Canadian provincial and federal privacy legislation.
A general understand of ITIL practices
Performs other duties or projects as assigned
College diploma or university degree in the field of computer science and / or 2 years of relevant work experience.
A+ Certification (preferred)
Technical knowledge and ability to support desktop / laptop hardware and software
Technical knowledge and ability to support printing devices (Printers, MFPs, Scanners)
Ability to support mobile devices hardware and applications (Blackberry, IPhone, Android)
Technical knowledge and experience to support and troubleshoot network connectivity issues.
Knowledge of and experience supporting Microsoft Products, Active Directory, anti virus and malware.
Knowledge of and experience working with Citrix Director and XenApp to assist and support Citrix users.
Understanding of VoIP and analog phone line issues
Other Skills and Abilities
Possess a passion / great enthusiasm for the delivery of exceptional customer service
Exceptional telephone etiquette skills and the ability to support end users face-to-face and remotely with varying levels of computer skills.
A genuine desire and commitment to helping others.
Exceptional oral and written communication skills, French is a plus but not mandatory
Exceptional interpersonal skills and ability to work independently and as part of a team
Exceptional organizational and administrative skills with a commitment to meeting timelines and client expectations.
Strong analytical and problem solving skills.
Strong commitment to continual learning
Able to handle a highly-demanding environment