Description:
Reporting to the IT Manager, you will be the first contact for end users who require IT systems assistance. This position must ensure a high level of customer service in a secure, reliable, and cost-effective manner. You will support all business units in person and remotely across all the PRA Canada offices. You will be based in the London, ON office and will be required to be in the office at times during the week.
More specifically, your duties will include:
- The support and maintenance of end user’s computer systems and applications
- Ensuring the security and reliability of all systems used in the business operations
- Investigating and responding to the needs of all end users, according to established procedures and with appropriate urgency based on the situation
- Keeping current on IT products, services, and best practices to apply changes as needed
- Maintaining a high level of knowledge in IT end user support specific areas
- Promoting and explaining equipment and services through demonstration and discussion during staff contacts as appropriate
- New user training on IT systems and security
- Preparing and reviewing documentation for Policies, Standards and Procedures, as well as documenting new functionality and features
- Ensuring prompt and courteous Service Desk support
- Additional duties and projects as assigned by Supervisor/Manager
What you will bring
Our IT environment is fast paced and ever-changing. We deal with many end users on many different levels of technical knowledge. The ideal candidate will have practical, hands-on service desk and end user experience, including providing professional and courteous end user support. If you are analytical, have a free-thinking approach to problem solving, love to provide the best quality user experience and a tenacious approach to delivering the best end user support, this is the role for you!
Other qualifications include:
- Minimum Post-Secondary diploma or degree in an IT related field
- Minimum two years’ experience in a service desk environment capacity
- Experience with first level end user support using a service desk system for tracking incidents
- Experience with supporting and maintaining office MS 365 applications, including MS Teams
- Skills and knowledge of deploying and maintaining Windows desktops using imaging software
- Knowledge of monitoring systems for networks and applications
- Understanding of modern system administration concepts including configuration management, change management, and service desk metric/KPI reporting
- Excellent customer service and communication skills, both verbal and written in both English and French
- Ability to communicate to all levels of end users professionally and respectively
- Capable of adapting rapidly to changing situations as they occur
- Experience in a dynamic, fast-paced call center environment is an asset
- The ability to create clear, concise documentation for all tasks performed
- Ability to work flexible hours as demanded by the business, which includes participating in an on-call rotation schedule
- Pass criminal background check