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The role assumes strong analytical, interpersonal skills and good understanding of IT policies and standards while providing a high level of Customer Service.Under the general direction of the Team Leader, this position acts as a central point of contact for Customer Support and provides for the timely and effective response to incidents and requests. The role provides for communication of incident/ problems and the facilitation of restoration of normal operational service with minimal business impact within agreed service levels and business priorities. The successful candidate will function in a team-oriented context and contribute significantly to the goals of IT by providing for the effective operation of the Service Desk.
• Exercise a high level of Customer Service and accountability for incidents and requests• Manage the client request life cycle, including coordinated efforts amongst groups assigned, customer concurrence and closure• Respond to requests for technical assistance in person, via phone, electronically , and perform analysis and act as first-line customer contact • Analyze calls received making an initial assessment against logged problems and known errors of requests or incidents and perform initial troubleshooting/escalation as needed• Communicate technical updates and planned and short-term changes of service levels to customers• Escalate incidents to second line and third party support groups, including external vendors, monitor/communicate status to management and business users• Maintain customer and asset related data and Intranet content for IT• Provide support and assistance with mobile devices, laptops and other OMERS approved assets • Must be able to follow operational standards and procedures for, reporting, monitoring, and troubleshooting all production issues• Initiate, and perform follow up as needed with vendors for incident resolution • Work closely with all supported clients to ensure issues are understood and addressed with minimal impact• Update and maintain the IT physical software library for accuracy, media retention, authorized use and tracking • Maintain an effective working relationship internally with OMERS users and externally with vendors and consultants• Be available to work multiple shifts within the Customer Support hours of operation • Be available to work after hours and weekends when required
• Proficient knowledge of Computer/Network systems, Active Directory and related hardware/software • In-depth knowledge of current standard desktop software and hardware, including operating system (Microsoft Windows, Mac), Microsoft Office suite• Voice over IP (VoIP) phone and/or Unified Communication experience• Must be detail-oriented, punctual, disciplined, and be a strong team player willing to contribute to the team effort • Exceptional interpersonal skills, with a focus on relationship-building, listening, and questioning skills.• Proven analytical and problem-solving abilities with sound documentation skills.• Ability to effectively prioritize and execute tasks timely, within a fast -paced environment• Strong command of English written and communication skills• College Diploma or University Degree in Computer Science, Business or equivalent• Service Desk experience is an asset• Certified ITIL V.3. Foundation is an asset