Job Summary:

• Provides support for data entry to the application users worldwide and provides occasional technical support
• Monitors and resolves issues related to the use of applications and data processes including feedback on data quality, consistency and compliance according to ICRC data entry rules and policies
• Analyses required and collected program and business data from planning to reporting
• Develop visualizations and reports contributing to the business rules and alignment guidelines 
• Anticipates, identifies and documents recurrent data issues and functional problems related to the applications, by regularly updating and enriching the Knowledge Database to enable problem-solving by the Central Service Desk as much as possible
• Applies standard ICRC support processes, including call registration and compliance with L1, L2, L3 support processes
• Escalates unsolved and/or complex cases or evolutions to the hierarchy or teammates depending on the processes established
• Diagnoses and reports malfunctions accurately with suggested improvements to the application responsible as well as delivers regular reports
• Participates in the UAT campaigns and contributes to the evolution and maintenance of tools by reporting recurrent incidents to the project and maintenance team
• Organizes Webinars and Skype training for new and existing users and assists in training beforehand on system use or deployment of new functionalities
• Contributes to maintaining procedures and manuals based on the feedback from application users

Skills on Resume:

• Data Management (Hard Skills)
• Technical Support (Hard Skills)
• Problem Identification (Hard Skills)
• Report Development (Hard Skills)
• Customer Service (Soft Skills)
• Training (Soft Skills)
• Collaboration (Soft Skills)
• Documentation (Hard Skills)

Job Summary:

• Provide effective, professional and customer-service-focused written/spoken communication to technical and non-technical users as the initial IT contact for Midtown staff.
• Understand the technology business needs of Midtown staff, how they use the technology and be able to anticipate possible issues they may encounter.
• Provide Level 1 and Level 2 troubleshooting to interpret user requests, investigate issues, identify solutions/roadblocks and implement solutions.
• Accurately document issues, progress, solutions and communications in Midtown’s ticketing system (Freshservice) so that the ticket can serve as a reference to address similar/future issues.
• Improve and expand Midtown IT’s documentation repository by documenting solutions and/or processes
• Provide over-the-phone, in-person and electronic support for both remote and onsite staff.
• Provide IT onboarding for new staff including the creation of accounts/email, telephone setup/configuration, computer imaging/configuration and security/rights groups
• Maintain accurate inventory of laptops, desktops, docking stations and peripherals
• Design, build and manage the EUC support and management platforms Including MS Endpoint Manager, Intune and other environments
• Manage End User Computing cloud services and integration point for mobile and BYOD devices including Microsoft 365, Intune and others.
• Package applications and updates for integration into Systems Management Tools into both self-installing MSI and virtual platforms, as well as for deploying to Citrix via maintenance images
• Own resolution and root cause identification for Incidents and complex Problems relating to End User Compute technology environments/services including the MOE, Microsoft Endpoint Manager, and Windows 10. 
• Use detailed knowledge of complex problems to guide fast resolution
• Perform maintenance activities, including system updates, moves, reboots, patching, change management activities

Skills on Resume:

• Customer Communication (Soft Skills)
• Technology Needs Understanding (Hard Skills)
• Troubleshooting (Hard Skills)
• Documentation (Hard Skills)
• IT Onboarding (Hard Skills)
• Inventory Management (Hard Skills)
• EUC Management (Hard Skills)
• System Maintenance (Hard Skills)

Job Summary:

• Work on tasks being assigned in the ticketing system by providing end users assistance with technical issues over the phone and in person such as maintenance, administration, and resolving issues and meeting the defined service level
• Ensure service requests received via email, phone or other electronic mediums being properly logged in the ticketing system
• Create and maintain both hardware and software inventory as well as ensure accuracy
• Ensure the successful completion for IT-related tasks/projects assigned.
• Create and maintain Standard Operating Procedures (SOP) for service desk-related policies, procedures, best practices, etc.
• Provide training to IT users in the use of IT systems and applications
• Purchase computers and related technologies within budget guidelines if technical issues can't be resolved otherwise
• Preparation of PCs with REC image and deployment to end users
• PCs maintenance, backing up files and performing installations on a routine basis
• Enforce and educate IT users of IT policies and procedures
• Coordinates enterprise and location-specific projects (e.g., makes recommendations on PC specifications for new users).
• Works on assignments that are complex in nature where considerable judgment and initiative are required in resolving problems and making recommendations.
• Determine methods and procedures on new assignments and may provide guidance to other nonexempt personnel.
• Displays a general understanding of the business, as well as the industry, to research and identify alternative procurement sources for parts and/or services.

Skills on Resume:

• Technical Support (Hard Skills)
• Ticketing System Management (Hard Skills)
• Inventory Management (Hard Skills)
• Project Management (Hard Skills)
• SOP Creation (Hard Skills)
• User Training (Soft Skills)
• Purchasing (Hard Skills)
• Policy Enforcement (Soft Skills)

Job Summary:

• Recognize trends to acknowledge and raise issues.
• Informal leadership to less experienced colleagues.
• Advanced customer support with advanced diagnostic solutions by creating and documenting diagnostic procedures, and provides information to customer support.
• Serves as a go-to person for other technicians and is available for more extensive technical support, may take on special projects.
• Coordinates the activities associated with enrollment marketing and communication technology applications, including the client/customer relationship management (CRM) system, digital signage, artificial intelligence virtual assistants (chatbots), etc.
• Provides support in collaboration with technical staff, vendors, or service providers to ensure applications are working effectively.
• Provides advanced guidance, recommendations, and solutions in the use of enrollment marketing and communication technology applications in order to achieve enrollment goals and support end-user activities.
• Coordinates training to end users on the advanced use of widely used applications and various specialized software applications. 
• Coordinates the development of end-user training.
• Participates in the evaluation of new technologies considered to support enrollment marketing and communication. 
• Makes recommendations based on the evaluation of new technologies for applicability to the end user needs and enrollment goals.
• Collaborates with the project leader to develop work plans and time schedules for projects including outlining phases, identifying personnel, and system programming requirements.
• Oversees processes used to document end-user support methods and procedures. 
• Completes reports and summaries for management and users including status reports, problem reports, progress summaries, and system utilization reports.

Skills on Resume:

• Trend Recognition (Soft Skills)
• Leadership (Soft Skills)
• Advanced Customer Support (Hard Skills)
• Application Support (Hard Skills)
• Technology Coordination (Hard Skills)
• Training Coordination (Soft Skills)
• Technology Evaluation (Hard Skills)
• Reporting (Hard Skills) 

Job Summary:

• Serve as the first point of contact to respond to requests for technical assistance in person, via phone, chat or email and log all interactions into help desk software
• Take ownership of each communication with the customer, ensuring follow-up communication is made to ensure complete resolution of issues
• Provision and decommission laptops/desktops, user accounts, mailboxes, and permissions
• Update and maintain IT asset inventory
• Assist with Windows operating systems, Microsoft applications and approved departmental software including all SAAS based corporate software
• Assist with entire suite of cloud-based ERP software (Infor M3, SCE, IDM) application connectivity, administration and liaising with Infor support services
• Support, configure and manage Motorola handheld devices, scanners and portable inventory hardware
• Troubleshoot and resolve network communication, hardware, software, and connectivity issues for users
• Respond to after-hour emergencies to ensure 24/7 availability of services and infrastructure in a production environment
• Participate in the On-call rotation
• Work with external vendors on meeting SLAs
• Clearly understand the needs of each customer location and work with existing IT infrastructure to support all customers and internal departments.
• Work to continuously create and implement Knowledge Base articles from ongoing service requests and incidents.
• Provide on-call support and weekend coverage based on business requirements

Skills on Resume: 

• Technical Support (Hard Skills)
• Customer Communication (Soft Skills)
• Asset Management (Hard Skills)
• Software Assistance (Hard Skills)
• Cloud-Based Application Support (Hard Skills)
• Troubleshooting (Hard Skills)
• Vendor Management (Soft Skills)
• Knowledge Base Development (Hard Skills)

Job Summary:

• Provide first and second level support through issues reported through the International Service Desk, Tech Café events and functional escalations.
• Service Request fulfillment, including but not limited to hardware provisioning, call center maintenance and security administration.
• End-to-end accountability through the ownership of incidents from initial report to resolution as well as problem investigation and root cause identification.
• Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements.
• Conduct Associate IT Induction and awareness sessions (brown bag sessions).
• Administer the internal knowledgebase and ensure operational documentation, processes, and high quality solutions are available.
• Aid in the development and maturation of Service Management processes.
• Proactive monitoring of internal systems and resolution of potential problems.
• Champion and promote service improvements on an ongoing basis.
• Maintain physical hardware for proper operation and coordinated installations, moves and repairs.
• Work on Organisational Projects that improve ADP's technology environment for associates or clients.

Skills on Resume:

• Technical Support (Hard Skills)
• Incident Management (Hard Skills)
• Service Request Fulfillment (Hard Skills)
• Coordination (Soft Skills)
• Training (Soft Skills)
• Knowledgebase Administration (Hard Skills)
• System Monitoring (Hard Skills)
• Project Management (Hard Skills)

Job Summary:

• Provides customer support, including system use, package selection and functional troubleshooting.
• Provides 3rd-level support to other technicians for more complex problems.
• Supports the executive Leadership team members
• Assists in the preparation of hardware/software user documentation and provides informal training classes on a limited number of software packages.
• Participates in the installation, maintenance and testing of software and hardware by department function.
• Provides advanced technical support in the establishment of company policies regarding hardware and software, organizing vendor demonstrations and evaluating options. 
• Assists in the editing and publishing of various technical bulletins
• Provisions user workstations using provisioning utilities have knowledge of imaging tools such as Acronis.
• Coordinates the installation, maintenance and test of software and hardware by department function.
• Oversees the maintenance of an online inventory of computer resources and the tracking of equipment availability status.
• Manage a loaner program for lending terminals and other technical resources to qualified requesters for business purposes.
• Engages with customers to supply appropriate IT resources and provide recommendations
• Engages with other resource specialists and/or technology support staff at the divisional and/or functional levels to ensure consistency in direction and technical advice and the gathering of data for use in developing strategic plans for acquisition of related technological resources.
• Builds and maintains advanced expertise in various company-wide computer technologies.

Skills on Resume:

• Customer Support (Soft Skills)
• Advanced Technical Support (Hard Skills)
• Onsite Service (Hard Skills)
• Documentation and Training (Soft Skills)
• Hardware Maintenance (Hard Skills)
• Policy Development (Hard Skills)
• Inventory Management (Hard Skills)
• Collaboration (Soft Skills)

Job Summary:

• Supports use of Windows-based desktop environment and associated networked equipment in-house, on public workstations, and to those in remote offices.
• Provides technical support and training to staff and members who use Institute systems for day-to-day activities.
• Responsible for the maintenance, configuring, installation, and deployment of desktop infrastructure, hardware, and software.
• Provides helpdesk and communications support. 
• Maintains a high level of customer service with members and staff. 
• Responds to inquiries via phone, email, and in person.
• Troubleshoots and resolves hardware and software related issues, hard disk failures, data recovery, security updates, and other technology related services. 
• Works with IT staff and vendors when escalating.
• Coordinates with IT staff in managing central services, accounts, and permissions (e.g. Active Directory, Windows network, G Suite, Microsoft Azure, etc.).
• Administers local and cloud servers used for file sharing. 
• Performs routine backup of essential systems.
• Participates in the documentation of programs, databases, and computer system configurations.
• Assists with Institute programming in-house and online, including audio/visual equipment, streaming services, and special events.

Skills on Resume:

• Technical Support (Hard Skills)
• Desktop Infrastructure Management (Hard Skills)
• Customer Service (Soft Skills)
• Troubleshooting (Hard Skills)
• Systems Administration (Hard Skills)
• Backup and Recovery (Hard Skills)
• Documentation (Hard Skills)
• Event Support (Hard Skills)

Job Summary:

• Handle inbound telephone and email inquiries for all user hardware, software applications and platforms
• Strive for resolution at first contact with minimal hand-offs
• Provide face-to-face service for customers on-site at corporate office locations in the Greater Toronto Area
• Deliver a high standard of customer services based on communication, professionalism, timeliness, and accuracy of technical information provided
• Log requests, follow up on outstanding items and provide instructions and status updates to users in a clear, professional manner (written and verbal)
• Investigate and resolve issues using internal resources as well as conducting research from sources publicly available
• Determine the scope of user issues and escalate to the applicable team following the Incident Management Process
• Prioritize and manage multiple requests based on the urgency and scope of the issue
• Assist other teams with desk moves and deployments
• Work as a team and help determine the scope of user issues and escalate to the applicable team or manager
• Monitor queues and maintain service levels and wait times

Skills on Resume:

• Customer Service (Soft Skills)
• Issue Resolution (Hard Skills)
• In-Person Support (Hard Skills)
• Communication (Soft Skills)
• Incident Management (Hard Skills)
• Multitasking (Soft Skills)
• Team Collaboration (Soft Skills)
• Queue Monitoring (Hard Skills)

Job Summary:

• Maintain and promote within the team a high standard of customer service based on communication, professionalism, timeliness, and accuracy of technical information provided
• Assist in handling call escalations from customers and escalate to management
• Serve as an escalation and consultation point for other End User Support Specialists on the team
• Draft, edit, review, and approve internal notifications
• Maintain team knowledge base, ensure internal resources about processes, systems and devices used by the company are up to date
• Represent the Service desk and attend meetings when delegated to do so
• Assist with recording metrics and tracking the performance of the team
• Coordination of the ITS "Did You Know" newsletter, ensuring that an edition with a relevant topic is sent out at regularly scheduled intervals.
• Assist the Service Desk manager with onboarding and training of new hires
• Assist in planning, development, review and indexing of new materials and programs for training
• Maintain knowledge and help keep internal resources about Services and Applications up to date
• Share knowledge with the team as it becomes available using the appropriate tools

Skills on Resume:

• Customer Service (Soft Skills)
• Escalation Management (Soft Skills)
• Team Leadership (Soft Skills)
• Content Creation (Hard Skills)
• Knowledge Management (Hard Skills)
• Metrics Tracking (Hard Skills)
• Training and Onboarding (Soft Skills)
• Communication (Soft Skills)

Job Summary:

• Serving as the first point of contact for customers seeking technical assistance over phone, email and remote support tools.
• Performing local/remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by customers.
• Develop SOPs based on the management/engineering team’s request.
• Develop training manuals and user guides for IT solutions
• Improve ticket handling efficiency.
• Install, modify, repair, and clean up computer hardware and software.
• Responsible for providing technical assistance and support related to computer systems, hardware, or software.
• Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
• Identifying, diagnosing, and resolving level one and two issues on computer hardware and software for laptops and PCs
• Deal with queries by following procedures for Incident resolutions, Change Management, Problem Handling
• Comply with quality and security standards policies and regulations to deliver results
• Deliver services in alignment with Corporate Information Technology strategies and goals.

Skills on Resume:

• Technical Support (Hard Skills)
• Troubleshooting (Hard Skills)
• SOP Development (Hard Skills)
• Documentation (Hard Skills)
• Ticket Handling (Hard Skills)
• Software Maintenance (Hard Skills)
• Incident Management (Hard Skills)
• Compliance (Hard Skills)

Job Summary:

• Provide hardware, software and end-user technical support via phone, chat & self-service
• Escalate and coordinate resolution of basic hardware or networking issues to vendor/suppliers
• Participate in and respond to tasking as notified through the IT Service Desk
• Ensure that IT operations meet enterprise technical and governance standards
• The day-to-day support, rectification and maintenance of IT equipment and Network Infrastructure
• Engage the various business representatives to understand drivers and IT needs
• Installing, upgrading, setting up IT hardware/Software, and carrying out minor board-level repairs
• Evaluating PC and Networking hardware and Peripherals as part of a project team to carry out IT infrastructure upgrades and testing projects
• Collaborating withthe  broader IT team to ensure that tasks & activities are coordinated in a timely and effective manner
• Resolving incidents and service requests linked to end-user software
• Document all actions on the ticketing system (Zendesk/ServiceNow) whilst detailing diagnostic and troubleshooting steps performed and resolutions.
• Keeping in constant contact with customers to keep them well informed on the progress of ticket until it is resolved.
• Provide support to key leaders
• Helping with the building of PC's and configuration

Skills on Resume:

• Technical Support (Hard Skills)
• Incident Management (Hard Skills)
• Escalation Coordination (Soft Skills)
• IT Equipment Maintenance (Hard Skills)
• Collaboration (Soft Skills)
• Hardware/Software Installation (Hard Skills)
• Ticket Documentation (Hard Skills)
• Customer Communication (Soft Skills)

Job Summary:

• Update the current service delivery model and the current solutions for end-users including emails, communication tools, MDM, Service Desk Support, printing, voice, video conferencing, etc
• In-depth analysis of the current end-user support model including all dependencies
• Set up governance committee (framework for decision/decision logs)
• Assist in resolving PC hardware problems, referring questions to the manager
• Install PC-related systems
• Set up new users and write documentation
• Assist in a backup of data across the network
• Answer questions about software developed internally or purchased
• Purchase software and office equipment, as directed
• Be available for on-call assistance as part of a departmental rotation schedule determined by the supervisor to correct hardware, software and systems problems
• Provide a “World Class” end-user experience through top-tier customer service and technical skills for every customer.
• Work through the Sitehands ticketing platform to accept, resolve and close service requests/incidents.
• Aid management in the development & implementation of core operational metrics, reports & dashboards.

Skills on Resume:

• Service Delivery Management (Hard Skills)
• End User Support Analysis (Hard Skills)
• Decision Making (Soft Skills)
• PC Hardware Support (Hard Skills)
• System Installation (Hard Skills)
• Customer Service (Soft Skills)
• Ticket Management (Hard Skills)
• Reporting and Metrics (Hard Skills)

Job Summary:

• Daily management of resolving scheduled and nonscheduled service requests/incident tickets.
• Works well with other onsite Technicians and remote teams to create a seamless experience for the client.
• Accept, resolve and close tickets within the Sitehands App within the set SLA agreements. 
• Provide initial response, and first, and second-level IT support for end users spread throughout North America in a timely, customer-focused manner
• Troubleshoot technology issues related to hardware, software, user accounts, etc.
• Resolve or escalate IT issues accurately logging all details
• Provide new hire training on internal IT systems as well as ongoing best practices training/education for current employees
• Aid in the onboarding of new hires and offboarding of employees as it relates to IT
• Provide support for applications such as Office 365, SharePoint, and Microsoft Teams
• Provide first-level support for internal system issues including break/fix service for staff, escalating to IT team and 3rd party suppliers
• Maintain inventory and documentation for office systems, hardware, and software.

Skills on Resume:

• Ticket Management (Hard Skills)
• Team Collaboration (Soft Skills)
• Customer Service (Soft Skills)
• Troubleshooting (Hard Skills)
• Training and Onboarding (Soft Skills)
• Application Support (Hard Skills)
• Issue Escalation (Hard Skills)
• Inventory Management (Hard Skills)

Job Summary:

• Ensure that milestones, delivery dates, activities, and tasks are completed as scheduled.
• Ensure successful completion of various projects that require the involvement of several other desktop support team members.
• Develop and maintain an understanding of the company and its business models, business operations, product lines, and organizational structures. 
• Understand and manage critical corporate objectives and requirements pertaining to related projects.
• Install, configure, upgrade and repair computing hardware and software in accordance with business requirements and standards. 
• Support desktop-related technologies such as printers, networks, and wireless devices. 
• Provide support for both networked and remote units.
• Develop and maintain a working knowledge of how the company’s enterprise applications use underlying desktop technology. 
• Tailor the delivery of support to meet these requirements
• Develop, document and maintain desktop software images in accordance with user requests, business requirements and technology standards.

Skills on Resume:

• Project Management (Hard Skills)
• Team Coordination (Soft Skills)
• Business Understanding (Soft Skills)
• Objective Management (Hard Skills)
• Hardware/Software Installation (Hard Skills)
• Desktop Technology Support (Hard Skills)
• Enterprise Application Knowledge (Hard Skills)
• Software Imaging (Hard Skills)

Job Summary:

• Provide logistics and coordination for remote desktop change management including shipping of machines to different corporate locations and site relocation activities.
• Coordinate the installation and operation of services performed by third-party vendors.
• Provide desktop training to end users in accordance with company standards for desktop usage.
• Use help desk software to input incident information, track the status of incidents, and report on support activities.
• Support asset tracking and asset management activities.
• Enforce compliance with company security standards ranging from logon management, network access management, and virus management.
• Provide technical support for business meetings, including the maintenance of conference room AV systems.
• Identify issues with the company’s computer environment and formulate corrective actions to eliminate problems.
• Develop and deliver timely and accurate reporting on activity status. 
• Conduct research into specific technology topics/platforms on request.

Skills on Resume:

• Logistics and Coordination (Soft Skills)
• Vendor Management (Soft Skills)
• End-User Training (Soft Skills)
• Help Desk Software Usage (Hard Skills)
• Asset Management (Hard Skills)
• Security Compliance (Hard Skills)
• AV System Support (Hard Skills)
• Problem Resolution (Hard Skills)