Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analysing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem tracking database system; personally resolving called in problems or assigning those problems to the appropriate inhouse staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application to ensure solutions are arrived at promptly; and follow up with users to ensure their satisfaction with the quality and timeliness of service provided.
Responsibilities also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business-critical systems and applications. This position requires technical aptitude, experience with a wide range of PC- and network-based information systems, and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving them to the most appropriate technical support resources.
Excellent communication skills, both oral and written, are necessary to work effectively with computer users and with I.T. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.T. functions.
The Help Desk Support I incumbent will provide and promote superior customer service at all times.

Job Responsibilities:

Answers all Helpdesk calls and logs the call completely into an Incident Management application.
Ninety (90) percent of the workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue, and monitor Self Service requests.
Ensures customer contact information is current in the Incident Management application.
Provides answers to simple, frequently asked questions.
Updates and maintains knowledge base as needed.
Analyses and resolves calls remotely if possible.
Triages the call, gives the caller a trouble ticket number, and routes the ticket to the appropriate support staff if unable to resolve.
Manages the problem/request by escalating according to procedure, following up with support staff, logging the resolution, confirming customer satisfaction, and closing the call.
Receives call or request, logs, resolves, escalates, and closes call or service request meeting departmental guidelines.
Monitors Helpdesk email hourly as defined in departmental policies and procedures.
Monitors Helpdesk voicemail hourly as defined in departmental policies and procedures.
Recommends and participates in the implementation of changes to policies, procedures, protocols, and PC standards as needed to improve efficiency and cost effectiveness of PC operation within the organization.
Manages end-user desktop remotely.
Maintains asset management database according to department policy for all I.T. maintained hardware.
Assists with change practices for desktop software and hardware, including evaluation, testing, and implementation of new or upgraded software and hardware.
Performs occasional field work in the end-user community for common maintenance such as replacing phone cords, clearing printer errors, disconnecting/reconnecting equipment, etc.
Performs other duties as required.

Required Skills & Experience:

At least Two (2) years of experience working on PCs, networking, Computer Operations or Help Desk support.
Proven customer service skills with demonstrated ability in these areas.
Strong customer service, technical, analytical, and organizational skills.
Ability to organize, prioritize, and manage multiple tasks under pressure while maintaining a positive and professional manner.
Demonstrates the values consisting of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.
Demonstrates a commitment to service excellence, including professionalism, customer focus, compassion, strong listening skills, and a warm demeanour.
Consistently exhibits empathy, optimism, resourcefulness, and cultural competency in interactions with others.
Extremely open to learning new things and teaming with others in a collaborative environment.
Proven track record of conducting oneself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment.
Able to communicate effectively both written and verbally with all organization employees and outside vendors while promoting superior customer service.
Must present a professional image at all times.
Demonstrates performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.
Ability to work under pressure with speed and accuracy.

Required Education:

Associate's degree in Computer Science, or four years of equivalent work experience. OR May substitute two (2) years of experience in NorthBay in an IT assistant role, performing the same job duties as Helpdesk Level I without assistance.

VeeAR Projects Inc.

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