Cope Staffing
Executive Search & Recruitment
Career Opportunities


Help Desk
Category: Information Technology
Location: Toronto, Ontario, Canada
Status: Permanent Full Time
Job Number: J0513-0793

Job Description:

Job Description:

Help Desk - Proficient Position Purpose: A Proficient Help Desk technician acts as the first point of contact for technical support. Resolves basic technical problems via telephone and/or written correspondence or electronic media.
May have to work on a help desk system or a problem management database. Required to maintain a log of actions and client communication.
Escalates more complex problems or may provide support under general supervision.
Communicates with customers and will possess a wide range of technical competency and communication skills.

Key Accountabilities:

- Providing support for all end user hardware and software including the operating systems, office applications, various custom applications, printers, etc.
- Provide timely resolution of system/application problems as dispatched by the help desk through problem determination, ownership, root cause, problem logging and follow through to completion
- Implement hot fixes, patches, updates (obtaining support from more senior Helpdesk staff, as needed)
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
- Read technical manuals, dialogue with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Knowledge and Experience

- Certification, college degree or BA in Computer Technology or equivalent training
- 1-2 years experience in call centre or computer customer service
- hands-on experience in the troubleshooting and break/fix of this equipment
- MCP (Microsoft Certified Professional) - W2K stream or above - would be an asset
- MCSA (Microsoft Certified Systems Administrator) - would be an asset Skills and Competencies:
- Knowledge and experience on call center management system
- Knowledge of Windows XP/VISTA/2000 and LAN/WAN environment
- Familiarity with MS Office Suite, Blackberry, and MS Outlook
- Advanced knowledge of industry standard hardware/software
- Hands-on experience in troubleshooting and break/fix of applications and/or hardware
- Ability to read and comprehend specialized technical documentation, as required
- Ability to perform light manual labor, i.e. lifting monitors or PCs
- Ability to handle multiple concurrent calls/tasks in a fast paced environment
- Excellent verbal communication skills and documentation skills
- May have occasional evening and/or weekend work; rotating on-call after hours support

Attributes:
- Customer service orientation
- Strong interpersonal skills
- Able to correctly follow procedures and work independently to achieve results
- Organized, able to prioritize activities with strong time management
- Team player

Comments:

Candidates must be available for shifts with a 24/7 environment.
See attached mandate

Skills:
  • Call Centre
  • Call Centre - Helpdesk
  • Call Centre/Customer Service
  • Customer Service
  • Customer Service Skills


Thank you to all applicants, unfortunately we can only contact those selected for an interview.