Position Summary:Our IT Service Desk Support Agents Level I coordinate, diagnose, and troubleshoot incomingemployee calls for a wide variety of clients and industries. They are the first point of contact forall service requests needing support for technical/IT issues involving desktop, laptop or networkservices from local personnel or from employees using remote network access.AdvantagesRemote work - from anywhere in Canada. Will require reliable internet connection.ResponsibilitiesResponsibilities:• Diagnoses and troubleshoots end user desktop application issues and providesappropriate solution• Provides timely resolution of problems or escalation on behalf of the customer andensures their satisfaction• Provides case status updates to management and end-users per service level guidelines• Support and maintain effective relationships with users• Develops, documents, and implements standard operating procedures and customerservice guidelines relating to remote IT support• Provide support for PCs, laptops, printers, cell phones, and tablets etc.• Support end users in their use of applications such as Microsoft Office, ERP, CRM,VPN, Citrix, and MDM (mobile device management)• Performs account management and maintenance for various applications and systems(e.g., creates or modifies user accounts and permissions, and performs passwordresets).• Communicates with customers at all levels of technical and non-technical skills sets• Follow all standard operating procedures (SOP) through the effective use of KnowledgemanagementQualificationsQualifications:• 1-2 years of related work experience preferably in an IT Service Desk/Call Centerenvironment• Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and trackincidents preferred• Documents standard operating procedures and customer service guidelines relating toremote IT support• Certification in relevant IT products/technologies a plus, but not required• Focus on providing exceptional customer service over the phone• Able to communicate effectively in English both written and verbal with leadership,partners, team members, other organizations, and customers• Ability to type while in involved in a conversation, at least 30 WPM• Sound understanding of customer support, operations, and processes with a desire andenthusiasm to serve customers• Working knowledge of Windows operating systems, networks, databases and networksecurity concepts and tools is required• Working knowledge of the Microsoft Office application suite including MS Outlook• Working knowledge of Apple OS, Apple Certified a plus, but not required• Active Directory and Exchange experience preferred• Solid analytical/cognitive skills to troubleshoot complex and technical problems• Ability to coordinate and prioritize multiple tasks simultaneously while maintainingattention to detail and quality• Demonstrated capability to achieve results under pressure in a fast-paced client-drivenenvironmentSummaryIT Service Desk Support Agents Level I coordinate, diagnose, and troubleshoot incomingemployee calls for a wide variety of clients and industries. They are the first point of contact forall service requests needing support for technical/IT issues involving desktop, laptop or networkservices from local personnel or from employees using remote network access.Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.