Stefanini, Inc Hiring for Desktop Support (BlackRock) at Toronto, ON Full Time

Description

The Executive Service Desk team is the front-door to IT support and the first line employees will interact with. It is responsible for the quick and concise logging of client support tickets and they have the ability to reset passwords and perform fixes as per the Service Desk knowledgebase articles. Excellent communication skills and telephone manner are essential for the role along with being able to empathize and understand employee needs.

Responsibilities

Provide swift and professional telephone IT support

Perform analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions

Utilize the ticket management system to record, update and resolve tickets from clients

Upholding procedures for logging, reporting, and statistically monitoring Service desk operations

Write technical support and client documentation in form of Knowledgebase articles

Meet or exceed expected customer service levels

Other duties as assigned by the Service Desk Support Manager

Windows / MAC Support

Resolve Hardware / Software issues

Experience with VPN, Soft Phones, Remote Desktop, VDI

Asset Tracking / Inventory Management

Key Competencies

Excellent proven track record supporting clients in a financial environment

Excellent proven customer service based approach

Good written and verbal communication skills

Good time management skills

Able to work in a high pressure environment

Strong organizational and analytical skills

Ability to work autonomously and within team

Flexible and proactive with a “will do’ attitude

Demonstrable desire to achieve