Bilingual Service Desk Support

Job CategoryInformation Technology
Position TypeContract
Application Deadline August 16, 2020
Experience Required1 year
Job Duration1 year
Education RequiredN/A

Note – 100% Remote until the HQ opens.
Experience/Education Requirements:
•             Bilingual (French and English) mandatory
•             Strong customer focus and orientation required, including the ability to deal with customers in a calm and professional manor.
•             Strong PC troubleshooting skills, including experience in solving both hardware and software application issues.
•             Prior Helpdesk/Call Centre experience
•             Strong teamwork ethic.
•             Education Requirement: College Diploma and/or University Degree in Computer Science or equivalent work related experience
•             Knowledge of retail automotive/Dealership IT and Internet Technology concepts.
•             Advanced use of ITIL based case management tracking systems [ticketing tools] an asset.
•             Minimum 3 years related work experience.
•             Excellent written/oral/presentation skills.
•             Independent, proactive self-starter.
•             Intermediate knowledge of Office 365, imaging tools such as MDT or SCCM
•             Knowledge of SCCM packaging and scripting is an asset
Purpose of the Role:
•             To provide 1st and 2nd level technical Desktop support to users through incident management by phone, email and walk-ups.
•             Focus on planning, implementation and supporting Dealer-facing TCI applications.
•             Review technical offerings/processes/applications as it relates to dealership technical infrastructure and processes and make recommendations for enhancement.
•             Develop the business case for new Dealer Technology initiatives.
•             Work with internal business units to develop the strategic direction of technology between TCI and dealership.
•             To ensure Desktop infrastructure [Laptops/Citrix/PCs] including security objectives are adhered to.
•             Act as a laison between various support teams
•             Track assets and inventory in CMDB
Scope or Impact:
•             Critical hardware and software troubleshooting skills
•             Interaction with all levels of organization.
•             Strong problem solving skills to ensure hardware and software incidents are addressed in a proactive fashion.
•             Ensure clear and concise communications to dealers in relation to TCI application outages (planned and unplanned)
•             Provide Dealers with a “Single Point of Contact” for issues and requests.
•             Dealer Services – Identify, log and act upon detected system failures and problems. Implement any known resolution or work-around to problems in order to restore service to the users as quickly as possible.
•             Document and escalate incidents requiring new problem resolutions.
•             Review and follow-up on new resolutions created by 2nd level support teams.
•             Understand, follow and assist with the documentation or modification of Processes defined to manage our Service Desk and handle user problems and requests.
•             Assist in Dealer Technology projects.
•             Maintain high degree of awareness and understanding of all new and current dealer applications and productivity tools.
Accountabilities and Responsibilities:
• Provide technical end-user support needs via phone and e-mail.
• Perform desk-side visits when required to address incidents
• Track all incident management and request management activities through the case management system(ServiceNow)
• Installs, configures and troubleshoots desktops/laptops/thin client workstations
• Perform routine maintenance and repairs on muti-function printers and escalate non-routine activities to printer vendors.
• Participate in and support “first call” resolution objectives
• Create, modify and disable user and computer accounts as required[primary accounts include: Active Directory, Mainframe, Lotus Notes]
• Recognize trends and fault patterns and escalate potential incidents to the Service Desk Team Lead.
• Identify and improve system processes to comply with TCI’s annual Kaizen [Continuous Improvement objectives]
• Assist in the creation of business cases for Dealer Technology projects
• Assist in the planning and organization of business meetings
• Creation of graphs, charts, reports and spreadsheets using Excel software
• Assist in development of business process documentation and updating related materials
• Maintain a high level of awareness in technology and industry trends.
• Ensure Dealer Technology IT Blueprint is current and up to date.
• Provide Level 1 technical support to Dealer Network.
• Other duties and projects as required.
• Participate in rotational on-call 7pm – 7am Mon – Sun
Shifts –
• M-F
• No weekend / No overtime
• 7.00 a.m – 9.00 p.m
• Rotational – Runs in shifts (7-3 / 8-4 / 9-5 / 1-9) at the discretion of Manager

Resume to *MST