Job Posting
FILE NO: IT-E-Business-10-02
POSTING DATE: March 29, 2010 CLOSING DATE: April 12, 2010
DEPARTMENT/LOCATION: IT and E-Business Services (10 Alcorn Ave)
POSITION TITLE: Service Desk Support (1 Year Contract)
REPORTS TO: Service Centre Manager SALARY GRADE: TBA
The Canadian Cancer Society is a national, community-based organization of volunteers whose mission is the eradication of cancer and the enhancement of the quality of life of people living with cancer.
Our service centre is the single point of contact for support requests for 3 distinct groups of users:
•IT support assistance for approximately 100 users located in our National Office
•Website support for staff across the organization
•Users of our Convio online fundraising tool
The Service Desk Support plays a key role in the support of these users through timely response to each request. Opening a ticket then quickly applying a known resolution or workaround when available or assigning the ticket to the appropriate team member when further investigation or deeper knowledge is required. The Service Desk Support offers a high level of customer service through strong communication skills, technical and troubleshooting ability and the ability to take a customer-first approach to all support requests.
PRIMARY DUTIES:
• Log client support requests via phone and e-mail submissions using ticket management software
•Analyze and assess customers' service request and provide prompt technical solutions
•Provide support to both technical and non-technical audiences
•Identify and assist with rectifying desktop-related network problems
•Allocate more complex calls to the relevant 2nd and 3rd level IT Support member
•Contribute to the ongoing development of Service Centre processes and procedures and their documentation in MS Word, Excel and Visio
•Test help desk processes for usability and accuracy
•Assist with annual Desk-side hardware replacement
•Assist in the roll out of desk-side hardware replacement equipment
•Update desk-side hardware and software inventory
•Work with relevant project manager to identify and document any outstanding technical requirements from staff
MINIMUM QUALIFICATIONS:
•Must possess excellent verbal and written communication skills.
•Must have strong customer service, organization, and planning skills.
•Certifications: Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline preferred.
•2 years previous Help Desk support experience
•Knowledge of Microsoft operating system (Windows XP, Windows 7) and Microsoft Office Suite.
•Knowledge of computer networking ? LAN, WAN, VPN
•Must be customer and detail oriented and possess good decision-making ability.
•Ability to work independently and as a member of a team.
•Non-smoker.
SEND YOUR APPLICATION TO: Sonia Viveiros
HR Assistant, Human Resources
Canadian Cancer Society,
10 Alcorn Avenue, Suite 200
Toronto, Ontario M4V 3B1
Fax: 416 961-4189 e-mail: hr@cancer.ca
Please include your salary expectations in your cover letter. We thank all applicants for their interest and advise that only those selected for an interview will be contacted. No phone calls, please. The Canadian Cancer Society provides equal opportunity in employment and encourages applications from all qualified persons
FILE NO: IT-E-Business-10-02
POSTING DATE: March 29, 2010 CLOSING DATE: April 12, 2010
DEPARTMENT/LOCATION: IT and E-Business Services (10 Alcorn Ave)
POSITION TITLE: Service Desk Support (1 Year Contract)
REPORTS TO: Service Centre Manager SALARY GRADE: TBA
The Canadian Cancer Society is a national, community-based organization of volunteers whose mission is the eradication of cancer and the enhancement of the quality of life of people living with cancer.
Our service centre is the single point of contact for support requests for 3 distinct groups of users:
•IT support assistance for approximately 100 users located in our National Office
•Website support for staff across the organization
•Users of our Convio online fundraising tool
The Service Desk Support plays a key role in the support of these users through timely response to each request. Opening a ticket then quickly applying a known resolution or workaround when available or assigning the ticket to the appropriate team member when further investigation or deeper knowledge is required. The Service Desk Support offers a high level of customer service through strong communication skills, technical and troubleshooting ability and the ability to take a customer-first approach to all support requests.
PRIMARY DUTIES:
• Log client support requests via phone and e-mail submissions using ticket management software
•Analyze and assess customers' service request and provide prompt technical solutions
•Provide support to both technical and non-technical audiences
•Identify and assist with rectifying desktop-related network problems
•Allocate more complex calls to the relevant 2nd and 3rd level IT Support member
•Contribute to the ongoing development of Service Centre processes and procedures and their documentation in MS Word, Excel and Visio
•Test help desk processes for usability and accuracy
•Assist with annual Desk-side hardware replacement
•Assist in the roll out of desk-side hardware replacement equipment
•Update desk-side hardware and software inventory
•Work with relevant project manager to identify and document any outstanding technical requirements from staff
MINIMUM QUALIFICATIONS:
•Must possess excellent verbal and written communication skills.
•Must have strong customer service, organization, and planning skills.
•Certifications: Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline preferred.
•2 years previous Help Desk support experience
•Knowledge of Microsoft operating system (Windows XP, Windows 7) and Microsoft Office Suite.
•Knowledge of computer networking ? LAN, WAN, VPN
•Must be customer and detail oriented and possess good decision-making ability.
•Ability to work independently and as a member of a team.
•Non-smoker.
SEND YOUR APPLICATION TO: Sonia Viveiros
HR Assistant, Human Resources
Canadian Cancer Society,
10 Alcorn Avenue, Suite 200
Toronto, Ontario M4V 3B1
Fax: 416 961-4189 e-mail: hr@cancer.ca
Please include your salary expectations in your cover letter. We thank all applicants for their interest and advise that only those selected for an interview will be contacted. No phone calls, please. The Canadian Cancer Society provides equal opportunity in employment and encourages applications from all qualified persons
