Desktop Support Level 2 Desktop Support Level 2

Desktop Support Level 2

Desktop Support Level 2

Our client, a large-scale company in the financial sector, is seeking a Desktop Support Level 2.

Responsibilities:


- Act as a technical advisor to users, analyze their needs with the help of the knowledge base to ensure timely repairs. When appropriate, recommend updates to the knowledge base with diagnostic or repair procedures;
- Follow up on request, incident and problem management tasks using service management tools and change management procedures to guarantee complete resolution of requests, incidents and problems within the defined Service Level Objectives;
- Provide support to the middleware and complex application teams. To perform troubleshooting steps as where applicable;
- Provide specialized support for the telephony infrastructure if current skill set permits;
- Under general direction, plan, install, configure and upgrade software components by following company standards;
- Build and maintain excellent inter-departmental collaborative working relationships;
- Support the operations strategy by recommending and promoting self-service activities;
- Contribute to end-user reference manuals by documenting processes within SharePoint to improve knowledge transfer;
- Assist in the training and transfer of knowledge or specialized skills to other team members when required;
- Embrace change, support vision, direction and collaboration with team members;
- Assist senior technician with a variety of tasks (ordering, onboarding, projects, workflow management etc.) as needed;
- Continue education where appropriate to stay up to date with emerging and relevant technologies as needed for ongoing support;
- Assist and facilitate.

Skills Required:


- 1 to 3 years of experience;
- Understanding of ITIL methodologies, ITILĀ® v3 Certification desirable;
- Capacity to influence positive change within an operations environment;
- Thorough knowledge of technical operations including a strong knowledge of IT best practices, industry trends and customer service;
- An ability to make end-user impacting decisions in a fast paced dynamic environment;
- Superior knowledge of the Problem Management Process;
- Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high-pressure, dynamic, real time environment;
- Strong problem solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations;
- Demonstrated high level of personal motivation and a strong commitment to customer service;
- Demonstrated ability to manage and develop key relationships, especially across technical teams and end-users;
- Ability to hold technical discussions with customer and internal teams;
- Excellent group communication skills such as leading discussions, briefing sessions, forums, and telephone conferences;
- Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial;
- Proven ability to perform and manage priorities within a consistent high-pressure, complex environment;
- Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff / providers and in summary with senior management;
- Capacity to influence outcomes, attain results, drive issues to closure, set high standards.


  • Region

    Montreal (greater Montreal)

  • Status

    Contractual

  • Enterprise

    Client

  • Job ID

    8365

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