Bilingual Service Desk Technician

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The Salvation Army
Published
January 9, 2020
Location
Toronto, Canada
Job Type
Salary
$40,950 - $51,196
Competition #
20-003
Interested applicants must respond in writing to
thq_careers@can.salvationarmy.org
Closing date
January 23, 2020

Description

The Salvation Army is an international Christian church. Its message is based on the Bible; its ministry is motivated by love for God and the needs of humanity.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Core Values

The Salvation Army Canada and Bermuda has four core values:

Hope: We give hope through the power of the gospel of Jesus Christ.
Service: We reach out to support others without discrimination.
Dignity: We respect and value each other, recognizing everyone’s worth.
Stewardship: We responsibly manage the resources entrusted to us

Job description:

The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Incident resolution may involve the use of diagnostic and help request tracking tools, support walk-ins and provide hands-on assistance at the desktop level

Responsibilities

Key Responsibilities:

  • Alert management to emerging trends in incidents.
  • Assist in software releases and rollouts according to change management best practices.
  • Deploy pre-packaged using distribution tools and processed as requested end users.
  • Provide support of incoming requests to the service desk via telephone, web portal, email and chat to ensue courteous, timely and effective resolution of the user’s issues.
  • Act as an escalation point for advanced or difficult help requests.
  • Build rapport with service desk customers.
  • Escalate incidents with accurate documentation to suitable technician when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledgebase as needed.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Install approved software and ensure it is up to date
  • Develop help sheets and FAQ lists for end users.
  • Contribute to technician knowledgebase and training as needed.
  • Provide suggestions for continual improvement.
  • Identify common incidents and appropriate solutions based on their own work and discussions with others
  • Hardware setups and configurations according to departmental and/or manufacturer prepared specification sheets.
  • Create, modify and remove/disable accounts based on predefined set of instructions.

Qualifications

EXPERIENCE:

Must possess 1-2 years’ experience in the following areas:

  • Supporting computer hardware, including multi-function devices
  • Supporting Microsoft Windows operating system
  • Supporting Microsoft Office 365
  • Working with ServiceNow
  • Working knowledge of the Microsoft networks
  • Interest in working in an ITIL-driven environment and working knowledge of ITIL principals and processes.
  • Exceptional written and oral communication skills in English
  • Flexibility for On-call and periodic overtime.
  • Exceptional interpersonal skills with a focus on rapport building, listening, and questioning skills.

EDUCATION

  • Microsoft A+ Certification
  • ITIL Foundations v3 or above (Preferred)

*NOTE: You may be required to provide validated educational documentation.

COMPETENCIES:

  • Keen attention to detail
  • Fluent in English,
  • Fluency in French
  • Excellent Customer services orientation
  • Must possess empathy and patience and be able to tactfully communicate with end users.
  • Must be conscientious and reliable with a strong commitment to problem resolution.
  • Ability to present ideas in user-friendly, business friendly and technical language.
  • Ability to work in a demanding team oriented environment.
  • Highly self-motivated and directed

Successful candidates, prior to hiring, may be required to provide:

  • Background check consent
  • Education verification

Please include the competition # 20-003 in the subject line of your email.

If there is a competition number associated with this posting, please include within the subject line of your email, fax or regular mail correspondence.

The Salvation Army will accommodate candidates as required under applicable Human Rights Legislation. If you require a disability related accommodation during this process, please inform us of your requirements.

In accordance with The Salvation Army policy and legislated requirements, employment is conditional upon the verification of credentials and completion of a background check.

Internal Applicants: Please advise Department Heads of your intentions prior to submitting your application.

Imagine Canada Standards - Accredited

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