Intermediate Service Desk Technician - In-office (London or Toronto)

Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.

Why join us?

• We pride ourselves on consistent year-on-year growth, with double-digit growth even during a global pandemic.
• We are in the Top 3 on LinkedIn's Top Companies List in Canada.
• Info-Tech fosters a growth-focused, entrepreneurial culture with unlimited opportunities for professional growth and development.
• We provide financial support for professional development and training.

The Role

The Intermediate Service Desk Technician will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and nececessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as hands-on help at the desktop level. 

Key Responsibilities

• Assist in software releases and roll-outs to the end users.?
• Field incoming requests to the Service Desk via telephone, e-mail, and in-person, to ensure courteous, timely and effective resolution of end user issues.?
• ??Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• ?Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.?
• ??Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.?
• ??Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.?
• Test fixes to ensure problem has been adequately resolved.?

Education and Experience

• ??Minimum Post-secondary certificate.
• ?A College diploma or University degree in the field of computer science, computer systems or network operations is an asset.
• ?2-3 years equivalent work experience.
• Professional experience using Active Directory is a must. 
• Experience troubleshooting Windows and Mac OS systems. 
• Experience troubleshooting mobile devices, both iOS and Android. 

Skills

• ??Exceptional written and oral communication skills.
• ?Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• ?Strong documentation skills.
• ?Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• ?Ability to present ideas in user-friendly language.
• Keen attention to detail.
• ?Proven analytical and problem-solving abilities.
• ?Ability to effectively prioritize and execute tasks in a high-pressure environment.
• ?Exceptional customer service orientation.?

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.