Service Desk Consultant

Job CategoryCustomer Service
Position TypeContract
Application Deadline March 19, 2021
Experience Required3 years
Job Duration6 months
Education RequiredN/A

Our client in the telecom sector is seeking a Service Desk Consultant in Fredericton, NB on a 3 to 6 month contract:
Resource will provide strong technical support?combined with a commitment to?excellent customer service. Following Incident Management process and adhering to ITIL Best Practices are essential. Will act as the single point of contact for Incident Reporting Service Requests, escalations and ticket/call review and complaints.
•Post-secondary education in Computer Science, Network Administration or other relevant field
•2+ years in an IT environment supporting end users
•Experience with desktop applications – Windows 7, 10, Office Suite, Internet Explorer 11, Microsoft Edge, Google Chrome, SCCM remote control, SharePoint, Juniper Remote access
•Be knowledgeable in Active Directory
•Nice to have would be knowledge in Clarity and InTune
•Experience with end user computing technologies – desktops, laptops, handheld devices, mobile devices
•Strong communication skills with an uncompromising focus on delivering an excellent customer experience
•Naturally curious with a creative and open-minded approach to problem solving
•A continual learner motivated by new challenges and fast-paced environments
•Ability to analyze, troubleshoot, and escalate technical issues through to resolution
•Familiarity with Microsoft Office, Exchange, Active Directory, and other Office applications
•ITIL Foundations or working knowledge
•Bilingual spoken and written abilities in English & French (asset, not mandatory)
•Responsible for the day-to-day activities of the Incident Management process
•Investigate and resolve general Incidents within scope, adhering to stated KPIs and SLAs
•Logging all incoming phone calls, emails and communicator messages into Incident Management database
•Enter Incident information accurately and escalate according to established procedure
•Provide initial assessment of Categorization and Severity for reported Incidents
•Provide implementation and post implementation support across the enterprise Continual growth and learning through opportunities to take on additional tasks or project roles within the team
•Participate in “on-call” support
•Contribute to a collaborative team environment that shares success and inspires commitment
Please send resumes to Rachel Jeon: