Help Desk Support

Job Title : Helpdesk Support

Location : Toronto ,CA ( Onsite )

Duration :12+ months

JD is as below

Experience 8-12 years

• Handles break/fix, configuration issues, troubleshooting, software installations, and coordinating with L3 vendors/support groups.
• Use SOP/KB articles for resolution where available and use their technical skills to troubleshoot and resolve the issue
• Respond, investigate, and resolve incidents related to desktop and mobile device operating system environment such as:

• Microsoft Teams / O365 / MFA/ Intune / related Issues
• Microsoft Outlook related issues
• AD Groups and Distribution lists
• Mobile device management
• Build VM desktops and manage capacity such as Memory / Storage etc.,
• Inhouse Applications Issues
• Windows and mobile device operating system issues
• IE/Edge and Chrome Browser related issues
• Citrix client installation and Remote connectivity support on PCs
• Remote Connectivity related issues
• New Hire Onboarding and Separated Users Process
• PC application installation issues

• Build SOPs for the level 1 agents for faster issue resolution and effectiveness
• Ticket analysis for data analysis and improvement
• Coaching Help Desk teams

Roles and Responsibilities –

· Support end users via Phone Call, Email or Chat. Visit user desk as necessary.

· Microsoft outlook, basic networking , Intune, MS Teams O365, Print and Azure skills

· Windows 10 & Application Related Troubleshooting

· Enter and manage all incidents in the incident management system and act as a liaison between customers and technical escalation teams.

· Be part of P1 Incident Management Calls

· Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated

· Obtain High Customer Satisfaction Survey feedbacs

· Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

· Apply diagnostic utilities to aid in troubleshooting.

Job Type: Contract

Pay: $17.00-$20.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 5 years (Required)
• Windows: 5 years (Required)
• Ticket analysis: 5 years (Required)