Senior Service Desk Technician

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The Salvation Army
Published
January 9, 2020
Location
Toronto, Canada
Job Type
Salary
$56,950 - $71,177
Competition #
20-004
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 Senior 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.

Responsibilities

Key Responsibilities:

  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
  • 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
  • When call volumes are heavy, assist in providing support of oncoming requests to the service desk via telephone, web portal, email and chat to ensue courteous, timely and effective resolution of the users issues
  • Act as an escalation point for advanced or difficult help requests
  • Build rapport with service desk customers
  • Escalate problems with accurate documentation to suitable technicians, sections, or vendor, when required
  • Record, track and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, trough to final resolution
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Research solutions through internal and external knowledgebase as needed
  • Test fixes to ensure problem has been adequately resolved
  • Perform post-resolution follow-ups with Service Desk Technicians as required
  • Develop help sheets and FAQ list for end users
  • Contribute to technician knowledgebase and training as needed
  • Assist in reinforcing SLAs to manage end-users expectations
  • Provide suggestions for continual improvement
  • Using the symptoms provided by the user determine the root cause of problems and the solution
  • Identify common problems and appropriate solutions based on their own work and discussions with others
  • When call volumes are heavy, assist with hardware setups and configuration according to departmental and/or manufacturer prepared specification sheets
  • Act as a liaison between the Service Desk and vendors for the purchasing of computer hardware and software

Qualifications

EXPERIENCE:

  • Knowledge of computer hardware, including multi-function devices
  • Experience with Microsoft Windows desktops and laptops
  • Application support experience with Microsoft products preferable
  • Working Knowledge of a range of diagnostic utilities
  • Working knowledge of ServiceNow preferable
  • Working knowledge of Windows networking, Wide Area Networks, Lotus Notes
  • Interest in working in an ITIL-driven environment and working knowledge of ITIL principals and processes
  • Exceptional written and oral communication skills in English
  • Exceptional interpersonal skills with a focus on rapport building, listening and questioning skills

EDUCATION

  • Certificate from a recognized college or technical school
  • Must have MCSA: Windows, ITIL Foundations and A+ Certification

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

COMPETENCIES:

  • Keen attention to detail
  • 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 # 20-004 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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