Help Desk Associate
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Scope
Reporting to the Helpdesk Manager the Help Desk Associate provides in person email and phone-based technical assistance to end users troubleshooting issues related to hardware software and network systems. You will be responsible for efficiently resolving customer queries ensuring a high level of customer satisfaction and escalating more complex issues to the appropriate support teams when needed. This role will also require occasional visits to clinic locations to provide in person technical troubleshooting and support when addition the Help Desk Associate will help oversee the IT departments ticket queues ensuring all requests are properly categorized prioritized and resolved as quickly as possible.
Success Criteria
Serves as the single point of contact for all system users regarding IT-related issues.
Owns and manages all IT requests classified as Level 1 or Level 2 support regardless of system or area.
Ensures adherence to IT policies procedures and standards.
Coordinates with vendors when necessary for servicing or replacing defective devices.
Collaborates with other IT staff to develop fixes enhancements and system improvements.
Ensures all inbound support calls are answered promptly and resolved efficiently.
May be required to conduct on-site visits to support troubleshooting and resolve technical issues.
Ensures inbound support tickets are addressed and resolved in a timely manner.
Configures installs optimizes and decommissions IT assets as required.
Provides technical expertise to ensure the companys technology use aligns with its business goals.
Requirements Experience & Considerations
College Degree preferred or combination of work experience and professional certifications
Professional certifications a plus (CompTIA HDI ITIL Cisco Microsoft)
2-5 years working experience in a Service Desk environment
Strong working knowledge and troubleshooting skills for Microsoft products (Windows Office etc)
Ability to resolve complex software hardware and network issues.
Familiarity with remote access tools like TeamViewer or Windows Remote Desktop.
Experience administrating with the following technologies: SCCM MS Exchange Office365 Admin console Active Directory Bitlocker Microsoft Azure DHCP LAN WAN
Excellent time management and organizational skills
Excellent written and verbal communication skills
Highly self-motivated proactive and results driven
Comfortable working in a fast-paced environment
Experience working with retail environments a plus
Ability to lift 25 lb boxes
Required Behaviour
The incumbent is required to behave in accordance with our Demant Values:
We create trust We value the opinions of our customers and colleagues. We promote a work environment based on inclusion honesty integrity and respect. We always keep our promises.
We are team players We collaborate and network effectively across the whole organization. We take initiative and help each other to achieve our ambitious goals.
We create innovative solutions We challenge ourselves to improve and find new value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.
We apply a can-do-attitude We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.
Qualifications
HearingLife Canada is committed to a diverse and inclusive workplace. HearingLife Canada is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status. For individuals with disabilities who would like to request an accommodation please clearly indicate in your application any accommodations you will require throughout the recruitment process.
While we appreciate the interest of all applicants only those selected for an interview will be contacted.
#LI-SM2 #HearinglifeCanada #Onsite
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Leading in hearing healthcare Demant is the only company in the world that covers all areas of hearing healthcare, from hearing devices and hearing implants to diagnostic instruments and professional hearing care, and we harvest significant synergies from this unique position and exp ... View more
