Service Desk Administrator

CompuCom Canada Co

Company :  CompuCom Canada Co
Location :  AB, Canada
Job Type :  Full-time
Job Status :  Permanent

Our clients expect the best and that is what we are looking for, so if you are that high quality individual who is professional in all aspects of your work, then Acrodex is interested in talking to you about joining our team of information technology professionals. You will be supported by an outstanding group of like-minded technology and business professionals who are known for their reputation, commitment to quality, delivery and uncompromised customer service. This is the reason why our clients rely on us as trusted advisors and it is through our client’s recommendations that new business opportunities arise.

About the Company

Acrodex is a full spectrum, enterprise-wide technology solutions provider that has been in the IT business since 1984. We deliver end-to-end solutions: application innovations, systems integration services, hardware and software, and managed services including computer facilities management, application management and life cycle management services. With over 500 employees we deliver quality service from our office locations in Edmonton, Calgary, Toronto, Vancouver, Regina, Winnipeg and Fort McMurray. We offer a full benefits program which includes Life Insurance, Accidental Death and Dismemberment, Short and Long Term Disability, Extended HealthCare (including a Vision Care program), and Dental care.

General Accountability:

The Service Desk Administrator reports to the Team Lead, Service Desk. The SDA is responsible for maintaining solid customer relationships by handling their questions and concerns with speed and professionalism. Also responsible for data entry using our AIS system

Specific Accountabilities:

1. Receive Service Requests from clients via email or phone

2. Provide basic first level support to user application problems.

3. Record problems through discussion with the user and create ticket

4. Forward ticket to the appropriate level of support

5. Escalation of critical issues to the appropriate support group.

6. Set up Service orders and add the call to Service Calendar

7. Create part number if required and add to Service Order

8. Arrange for parts to be ordered; when parts arrive, receive and put the call on the calendar.

9. Complete the Service order with the correct amount of labor and part used.

10. Create a RMA to return the part to stock in R status.

11. Ensure that notes are updated for all calls on a daily bases.

12. Ensure that the client is kept up dated on at what is happening with their call.

13. Receive Requests from client for product return for credit

14. Request an RMA from our vendor and/or manufacturer. .

15. Compile Reports as needed for our clients.

16. On rotational basis, cover the front counter and monitor the Service Inbox.

17. Liaison between client and Technical Specialist when problem arise.

18. If client has own ticketing system that we are required to update, this must be done daily.

19. Provide desk-side support of PC hardware/software, asset management, process responsibility within Incident/Problem Management and Service Desk to level of training held.

20. Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to our clients.

21. Understands and demonstrates the willingness to promote Acrodex’s vision and values.

Qualifications (Education/Experience/Skills & Abilities)

1. Minimum High School Diploma Required

2. Must possess excellent customer service skills

3. Strong proficiency with Excel, Word and Windows

4. 1-2 years related experience and/or IT Customer Service experience beneficial

5. A+ Certification desired

We thank you for your interest in this opportunity; however, only applicants short-listed for interview will be contacted.

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